3. NT User Support at Fermilab

This chapter discusses NT user support. You will find information on the type of services that the PC Support (PCS) group can provide, who to call for support, and how to contact Fermilab's Customer Support.

3.1 General PC Support Information

PC support (non-Linux) is generally provided by the Personal Computing group (PCS). The support level for any particular customer group is based on a contract (MOU, for Memorandum Of Understanding) with that group. The PCS group can only provide services for you according to the MOU it has with your group. Find out from your group's PC administrator what the established PC support services are for your group.

Any organizational entity (division, department, or group) at Fermilab is eligible to negotiate a level of support with the PCS group. For organizations at Fermilab that have already established internal support services, an agreement can be made in which the PCS group assists and/or backs up the support services already in place.

The menu of services that PCS can provide (i.e. services that can be included in an MOU) is listed in the on-line document PC and Mac Support Overview . This document also explicitly states what services the PCS group does not provide.

3.2 Who Do You Contact for Support?

Who you contact depends upon the MOU that your group has with PCS. The best place to start is your group's PC administrator or local NT server administrator. These may be the same person. If you don't know who performs these functions for your group, contact Customer Support.

Customer Support

Fermilab Customer Support (formerly known as the Help Desk) is available to answer questions related to the supported computer systems and software on site. Keep in mind that its first priority is to maintain central systems and networks, and to ensure that Fermilab-supported software is available and usable. Therefore, depending on its current workload, Customer Support may not be able to immediately attend to a request which impacts only one individual.

Customer Support can help you to identify your local server administrator, if you don't know who it is. The people there can also help you with a problem directly.

Customer Support is in service Monday through Friday, 9:00 a.m. to 5:00 p.m. You are encouraged to use email for all communications that are not urgent.

Email	During business hours and off-hours (non-urgent): helpdesk@fnal.gov Urgent off-hours requests only: operator@fnal.gov
Web Page	From the Computing Division home page, select Customer Support under the heading Services .
Phone Number	630-840-2345 During off-hours, you can leave a phone message, or "escape" to Data Center Services (Operations) for requests requiring immediate attention.
Location	FCC 1 West

3.3 Machines Configured for NT/Linux Dual Boot

If your PC is configured for dual NT/Linux boot, support for the Linux side is provided according to current support arrangements for UNIX systems. See Computing Division UNIX Environment Standards , document number DR0009. Also see the OSS group's Linux at Fermilab page at http://www-oss.fnal.gov/fss/documentation/linux/ for a variety of information on Linux.