Support Channels

How to obtain support from the Advanced Computing Service for Research (SCI-UC)?

The Advanced Computing Service for Research (SCI) provides technical support to all users who belong to research groups of the University of Cantabria affiliated with the service, as well as to external research groups with an active collaboration agreement.

The primary objective of this service is to resolve technical issues related to the advanced computing infrastructure, computing resources, storage systems, and research services managed by SCI. In addition, it processes requests for operations on these resources, such as user account creation, software installation, or configuration changes, and responds to any technical questions or service-related inquiries.

To ensure effective user support and assistance, the SCI team offers the following communication channels and incident/request management mechanisms, detailed below:

User support channels

  • SCI support email: (default channel) via the official SCI support mailbox at soporte.sci@unican.es. This is the recommended channel for most inquiries and incident reports.

  • SCI HelpDesk: you may directly access our incident management platform at https://soporte.sci.unican.es to submit a new incident, service request, or inquiry, or to check the status of your open cases. In most cases, requests sent via email automatically generate a management ticket in the HelpDesk system.

Alternative support channels

  • [Currently unavailable]

IMPORTANT:

  1. The alternative contact methods should be used ONLY when it is not possible to use the email or HelpDesk channels described above, or in the event of an emergency.

  2. When submitting a support request (preferably via email), please ensure that you clearly identify:

    • The affected resource (cluster, server, storage system, application, etc.).
    • A detailed and as precise as possible description of the issue or requested action.
    • The associated research project or research group, if applicable.
    • Your contact information as the requester.

Please remember that accurate and complete information enables faster and more efficient resolution of requests or incidents.