Support and Maintenance

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/login * Send an email to kjake@us.ibm.com after you’ve registered • 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 • 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 • 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 Manager 507-286-6500 lueck@us.ibm.com • Secondary Contact • Kristi Jacobson, BG/P Support PM 507-286-6633 kjake@us.ibm.com • Must Answer Number • Duty Manager 507-286-6004 • 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