Support

For help with the RSMAS computer, network, and audio-visual systems, send email to rcf-support@rsmas.miami.edu, describing your issue with all the detail that you can provide.  Please provide full contact information; name, email, location, phone.  That request goes to a ticketing system monitored by all RCF staff.  Your request will go to the appropriate RCF staff member and you will receive email with a ticket number.  To communicate with the ticket system and your support staff, reply to that email, including the ticket number information in the Subject-line.   You can phone the help desk at xt. 54028.  To send email to all staff at the RCF, send to rcf-staff@rsmas.miami.edu; that gets you people rather than the ticket system.  For a help request, you really want the ticket system...

Or, rather than email, you can go to https://support.rsmas.miami.edu to follow progress on your requests or make new requests.    Log in there with your RSMAS username / password.  You can create tickets for your issues there by following the
    > Tickets > New Ticket
menu link at the upper right of the support.rsmas.miami.edu window.  This link is only available on the campus network, not from off-campus.

We try to assist users in a timely fashion. We respond to any queries on a time-available basis. We prioritize our time to try to provide the most critical services to the most people in the most timely fashion that we can. If we know something about your problem, we can be pretty responsive. If we don't, it takes us longer to come up with the answer and it lowers the priority of the task significantly.  You should hear back from us within 1 working day.

The following points are pertinent:

• We have staff that know a lot about networking computers.
• We provide support for Windows. We are pretty good getting these systems working on the net. If you have an obscure OS or application issue, we are less help, but it is worth asking.
• We can offer Linux assistance for RedHat Linux/Centos.  We can offer some help for Ubuntu, Fedora, and Suse.  Other linuxes are more opaque.
  
• We know Macs.
• We support email issues and network-shared-folders.
  
• We probably know almost nothing about applications or programming questions you may have. We have no staff for applications or programming support. It has to be something we know from other venues.
• We only offer the most rudimentary hardware support.  We can tell you how to add memory or replace a disk, but you need to go to outside commercial support for significant hardware issues.
  

UM has massively-parallel systems for large scale computing.  See http://ccs.miami.edu for details.