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Documentation Index

Fetch the complete documentation index at: https://docs.nyc-ai.app/llms.txt

Use this file to discover all available pages before exploring further.

CSI HPCC runs a small team with a clear support chain. Following it gets you help faster than routing around it.
Don’t email HPC staff directly about job problems. E-mails asking for help with jobs that are addressed to staff by name will not be answered, and the issue won’t get resolved. Use the ticket system or helpline first.

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Support chain

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Where to send what

ContactMethodWhen to use
HPC HelplineEmail HPCHelp@csi.cuny.eduGeneral questions, account requests, software install requests, password resets, anything not job-specific.
HPCC ticket systemhpchelp.csi.cuny.eduJob-related problems. Use this first for anything involving a specific job or account.
HPCC DirectorAlexander Tzanov, PhD, CSI HPCC DirectorEscalation only after the helpdesk has been given a chance to resolve.
Systems AdministratorBimal Kulasekara, HPC Systems AdministratorEscalation only after the helpdesk has been given a chance to resolve.
CSI IT Help DeskCSI campus ITCampus network, CUNYfirst credentials, unrelated IT issues.
Staff phone numbers, office locations, and helpdesk appointment hours change over time. Confirm current specifics on the CSI HPCC page before distributing them; don’t copy numbers from secondary sources.

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How to write a useful support request

Tickets that include the right information are resolved faster. Include:
  • Your username and the system you’re on (arrow, penzias, etc.).
  • The job ID if the issue is job-related (squeue -u $USER or sacct to find it).
  • Exactly what you ran: the sbatch command or SLURM script, not a summary.
  • Exactly what happened: error output, screenshots, or the content of slurm-<jobid>.out / .err.
  • When it happened: timestamp or “submitted ~14:30 today”.
  • What you’ve already tried.
A good first message saves a round-trip.

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When to escalate

If your ticket or email has gone ~2 business days without a response or resolution:
  1. Reply to your existing thread and note that you’d like to escalate. Don’t open a new ticket; it splits the history.
  2. If the issue is urgent (e.g., a cluster is down and your research deadline is blocked), say so explicitly in the reply.
  3. Only after that, if still no movement, contact the Director.

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Support hours

The HPC Helpline monitors email during normal business hours. After-hours email is still answered but response is slower. For urgent issues (outage, security incident) mark your subject line with URGENT or SECURITY.
Confirm current support hours and any drop-in helpdesk appointments on the HPCC Wiki’s training page before publishing specific times.

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Training and learning resources

See Training & events for workshops, seminars, and one-on-one help options.