1.8 System Availability vs Staff Availability

CHPC's systems are intended to be available 24/7 (except during downtimes. See 1.7 Downtime Policy). CHPC systems and services are supported during normal CHPC hours: 8 am to 5 pm, Monday through Friday except University Holidays. CHPC's policy on responding to reported issues is that some response may be expected within 3 business hours.

1. System Availability
   CHPC's goal is an uptime of 24 hours per day, 7 days a week for all systems. Critical services are monitored at all times. Many staff respond to alerts after regular business hours. Staff are NOT required to work after hours, but are sometimes able to do so for systems and/or services that have a high impact. The specifics of after hours support are determined internally by CHPC. CHPC maintains various systems:
   1. HPC clusters
   2. Service support & Infastructure
   3. Desktops/laptops
2. Staff Availability
   1. CHPC regular office hours are from 8 a.m. to 5 p.m. CHPC is NOT a 24-hour-a-day department. However, to provide more coverage to support users, CHPC staff makes an effort to intermittently monitor systems, services and issues during off hours.
   2. If you have any questions or believe you need different support, please contact CHPC.