1 Support and Maintenance Kristi Jacobson 7/15/08

Blue Gene/P Support Overview Problem Management Use IBM’s standard problem management database (Retain) Problem reporting via:  Phone (geography specific)  Software Service Request (SSR) on the web – URL: * Send an to after you’ve Hours of Support Support is provided M-F during normal business hours  IBM will attempt to respond to your problem Sev 1: within 2 business hours Sev 2: within 4 business hours Sev 3: next business day Sev 4: next business day  In general, response times are much shorter Reporting ability is 24/7

Blue Gene/P Support Overview Code Maintenance Central distribution site (secured) Blue Gene /P code fixes New code releases Technical Documentation Subscription Service Redbooks   Blue Gene/P System Administration  Blue Gene/P Safety Considerations  Blue Gene/P Application Development  High Performance Computing Toolkit for Blue Gene/P  GPFS Multicluster With IBM Blue Gene Solution KnowledgeBase (secured)   Problem/resolution summaries, how-to information, etc.

Blue Gene/P Software Support Blue Gene/P Core Compute Node Kernel (CNK) MPI support for HW implementation and Abstract Device Interface Core Monitoring & Control System (CMCS) System Diagnostics GNU Toolchain Patches for CNK BG/P changes to support GNU XL Fortran Runtime for BG/P BG/P runtime extensions XL C/C++ Runtime for BG/P BG/P runtime extensions

IBM Software Support (SWMA*) XL Fortran v11.1 for Linux XL C/C++ Advanced Edition v9.0 for Linux DB2 UDB Enterprise Server Edition v9.1 IBM General Parallel File System (GPFS) for Linux on Power [PRPQ] LoadLeveler for Linux on Power [PRPQ] Engineering and Scientific Subroutine Library (ESSL) for Linux on Power [PRPQ] Cluster Systems Management (CSM) for Linux on Power * Covered by IBM Software Maintenance Agreement

Non-IBM Software Support MPI (MPICH2) Library Support: Argonne National Lab SLES10 Support: SuSE or IBM Contract GNU Toolchain (glibc, gcc, binutils, gdb) Support: Other (Java Runtime [JRE], Python, Perl)…

Hardware Support Blue Gene/P Hardware Support: Blue Gene/P Maintenance  Rack contents  Cables  NOTE: Hardware will only be replaced at the direction of IBM Rochester. Other IBM Hardware Support: IBM Hardware Warranty/Maintenance  Front end node (FEN)  Service node (SN)  Other… Non-IBM Hardware Switch, etc. supported by manufacturer

Support Flow

BG/P Support - Access Numbers Bulgaria (GMT + 2 hrs) During normal business hours (M-F 8:30-17:00) Outside normal business hours United Kingdom  Select software support for all issues (HW/SW) North America  Option 1 – Hardware  Option 2 – Software Toll Number:

BG/P Support – Escalation Paths First Level – Rochester Support Center Primary Contact  Brian Lueck, BG/P Support Manager Secondary Contact  Kristi Jacobson, BG/P Support PM Must Answer Number  Duty Manager  Please specify Blue Gene Customer Second Level – Rochester Project Office Report through IBM STG client project managers.

What to do next: Bookmark URL: Create shared group address (ID used in next step) Register ID on the web: Send ID to The IBM remote teams needs remote access information. Send that info to