Getting Help
CMS help
The CMS team supports CLEX members with computational issues:
- Running Models: we support several models (see navigation bar on the left) and assist with others, subject to limitations of scope and team resources.
- Data Analysis: we assist with analysis and general computing tasks on NCI machines, and offer only limited support on other sites or home machines as we possess neither control over nor familiarity with such systems.
- Data Access and publishing: we offer assistance in publishing data and accessing climate data available at NCI.
The CMS team can be contacted for support through:
- The Climate Weather Science (CWS) helpdesk cws_help@nci.org.au
- One-on-one videocall
- In person meetings with local CMS team members
- CodeBreak
The CWS help desk is the preferred contact method as it allows the CMS team to prioritize queries so as to set aside time for other CMS duties, provides transparency of open requests to all CMS team members , and gives the CMS team flexibility to cover for team absences. Simply outline your issue in an email to cws_help@nci.org.au to open a ticket on our helpdesk.
Note: We have updated our user support levels due to current staff shortage issues.
Guidelines for help requests
<meta charset="utf-8"></meta>Before seeking assistance:<meta charset="utf-8"></meta>
- Follow the <meta charset="utf-8"></meta>troubleshooting guide
- Read relevant documentation on our wiki orblog
- Google it !
What can users expect
Users can expect:
- to receive a reply to a query within 24 hours during normal business hours
- have their problem solved if it is within scope, or a work-around suggested, and if not then an explanation of why their problem is currently not solvable
- where an update is required for a current ticket to wait no longer than a week during a non-holiday period
If any of the above expectations are not being met, contact the CMS team. We are only human and sometimes might inadvertently let slip some requests.
Resources
Blog post on Writing the perfect question
