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1 Support and Maintenance Kristi Jacobson 7/15/08.

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1 1 Support and Maintenance Kristi Jacobson kjake@us.ibm.com 7/15/08

2 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: https://techsupport.services.ibm.com/ssr/loginhttps://techsupport.services.ibm.com/ssr/login * Send an email to kjake@us.ibm.com after you’ve registeredkjake@us.ibm.com 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

3 Blue Gene/P Support Overview Code Maintenance Central distribution site (secured) https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?source=BGP-BLUEGENEP Blue Gene /P code fixes New code releases Technical Documentation Subscription Service https://www14.software.ibm.com/webapp/set2/subscriptions/pqvcmjd Redbooks  http://w3.itso.ibm.com/cgi-bin/searchsite.cgi?query=blue+gene http://w3.itso.ibm.com/cgi-bin/searchsite.cgi?query=blue+gene  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)  http://www.ibm.com/eserver/iseries/support/i_dir/IBMBlueGeneLKB.nsf/wall http://www.ibm.com/eserver/iseries/support/i_dir/IBMBlueGeneLKB.nsf/wall  Problem/resolution summaries, how-to information, etc.

4 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

5 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

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

7 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

8 Support Flow

9 BG/P Support - Access Numbers Bulgaria (GMT + 2 hrs) During normal business hours (M-F 8:30-17:00) +359 2 9693650 +359 2 9733199 Outside normal business hours +359 888641909 United Kingdom +44 870 010 1952  Select software support for all issues (HW/SW) North America 888-888-4130  Option 1 – Hardware  Option 2 – Software Toll Number: 507-286-6092

10 BG/P Support – Escalation Paths First Level – Rochester Support Center Primary Contact  Brian Lueck, BG/P Support Manager507-286-6500 lueck@us.ibm.com Secondary Contact  Kristi Jacobson, BG/P Support PM507-286-6633 kjake@us.ibm.com Must Answer Number  Duty Manager507-286-6004  Please specify Blue Gene Customer Second Level – Rochester Project Office Report through IBM STG client project managers.

11 What to do next: Bookmark URL: http://www-304.ibm.com/systems/support/bluegene/index.html Create shared group email address (ID used in next step) Register ID on the web: https://www.ibm.com/account/profile/us?page=reg Send ID to kjake@us.ibm.com The IBM remote teams needs remote access information. Send that info to kjake@us.ibm.com

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