> ## 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.

# Support & contact

> How to reach the HPC Helpline, open a ticket, and escalate when you're stuck.

CUNY HPCC runs a small team with a clear support chain. Following it gets you help faster than routing around it.

<Warning>
  **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.
</Warning>

## Support chain

```mermaid theme={null}
flowchart TD
  A[You have a problem] --> B{Is it a job or account issue?}
  B -- Yes --> C[Open a ticket<br/>hpchelp.csi.cuny.edu]
  B -- General question --> D[Email HPCHelp@csi.cuny.edu]
  C --> E{Resolved in<br/>~2 business days?}
  D --> E
  E -- Yes --> F[Done]
  E -- No --> G[Reply to your ticket/email<br/>asking for escalation]
  G --> H[HPCC staff escalate internally]
```

## Where to send what

| Contact                   | Method                                                    | When to use                                                                                                 |
| ------------------------- | --------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- |
| **HPC Helpline**          | Email [HPCHelp@csi.cuny.edu](mailto:HPCHelp@csi.cuny.edu) | General questions, account requests, software install requests, password resets, anything not job-specific. |
| **HPCC ticket system**    | [hpchelp.csi.cuny.edu](https://hpchelp.csi.cuny.edu)      | **Job-related problems.** Use this first for anything involving a specific job or account.                  |
| **HPCC Director**         | Alexander Tzanov, PhD, CUNY HPCC Director                 | Escalation **only** after the helpdesk has been given a chance to resolve.                                  |
| **Systems Administrator** | Bimal Kulasekara, HPC Systems Administrator               | Escalation **only** after the helpdesk has been given a chance to resolve.                                  |
| **CSI IT Help Desk**      | CSI campus IT                                             | Campus network, CUNYfirst credentials, unrelated IT issues.                                                 |

<Note>
  Staff phone numbers, office locations, and helpdesk appointment hours change over time. Confirm current specifics on the [CUNY HPCC page](https://www.csi.cuny.edu/academics-and-research/research-centers/cuny-high-performance-computing-center) before distributing them; don't copy numbers from secondary sources.
</Note>

## 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.

## 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.

## 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`.

<Note>
  Confirm current support hours and any drop-in helpdesk appointments on the [HPCC Wiki's training page](https://wiki.csi.cuny.edu/cunyhpc/index.php/Training_and_workshops) before publishing specific times.
</Note>

## Training and learning resources

See [Training & events](/training) for workshops, seminars, and one-on-one help options.