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The eResearch Infrastructure is supported by a Collaborative Support Desk populated with experts from AgResearch and NeSI. Access to this support is via an email to support@cloud.nesi.org.nz or via the support portal here. 

We know that you are already used to contacting AgResearch’s Support Desk and we have channels open with them so if your ticket lands there, the right people will still get it. 

Comprehensive support documentation for the eResearch Infrastructure will be developed before the infrastructure goes live and will be made available from eResearch Platform’s Intranet site. 

The general compute will be managed via Fairshare (here is an explanation of how this runs on NeSI at the moment). We are aware of various groups workflows for whom this approach won’t always ork due to urgent commercial deadlines (for example). In these cases we are currently looking into various mechanisms - replicate the existing environment; reservations; or high quality of service approacheswhich this approach may not provide sufficient service level guarantees, e.g., where there are urgent deadlines. Fortunately the Slurm scheduler has various mechanisms with which to support these requirements (e.g. reservations or quality-of-service) alongside ensuring fair sharing of resources in the general case. We will work with users to find the most appropriate approach as we migrate workflows to the new platform.