This chapter describes the following customer services that support the NQE 3.3 release:
NQE documentation
Documentation provided by other vendors
NQE training support
Software support
NQE customer service support
Software problem reporting and resolution process
The NQE publications are as follows:
NQE Release Overview, publication RO-5237 3.3
Introducing NQE, publication IN-2153 3.3
NQE User's Guide, publication SG-2148 3.3
NQE Administration, publication SG-2150 3.3
NQE Installation, publication SG-5236 3.3
NQE documentation was revised for this release as described in the following sections.
 | Note: Because NQE is now released asynchronously from the UNICOS release, NQS and FTA are packaged in the NQE product for all platforms. As a result, documentation that was previously provided in the Network Queuing System (NQS) User's Guide, publication SG-2105, the UNICOS NQS and NQE Administrator's Guide, publication SG-2305, and the FTA User and Administrator Manual, publication SG-2144, was incorporated into the NQE documentation set as of the NQE 3.1 release. |
The following NQE publications are provided in online form.
All NQE 3.3 publications are provided on the Cray DynaWeb CD-ROM that is included with your NQE 3.3 release package.
PostScript files of all NQE 3.3 publications are provided on the Cray DynaWeb CD-ROM that is included with the NQE 3.3 release package.
The Cray DynaWeb server lets you access information using a World Wide Web browser, such as Netscape.
| Note: As of the NQE 3.1 release, CrayDoc is no longer installed as part of the NQE release. |
Man pages were revised for this release. Man pages are provided in online form only and are included as part of the NQE release package.
All NQE 3.3 publications are available from the Cray Research Online Software Publications Library, which is available publicly at the following URL:
http://www.cray.com/swpubs/ |
PostScript files of all NQE 3.3 publications are available through the Cray Research Online Software Publications Library; you must select the Titles link and then the Summary link of the publication.
The NQE 3.3 publications are also accessible through the Silicon Graphics Technical Publications Library World Wide Web page at the following URL:
http://techpubs.sgi.com/library/ |
PostScript files of all NQE 3.3 publications are available through anonymous FTP at the following location:
ftp.cray.com/pub/nqe/doc/manuals |
An ASCII file and a PostScript file of this NQE Release Overview, publication RO-5237 3.3, are available through the Craypark domain on the craypark system (in the /home/craypark/release_docs directory). For CRInform subscribers, the same ASCII file and PostScript file may be accessed through CRInform.
The following publications are available in printed form; for ordering information, see “Ordering Printed NQE Manuals”:
NQE Release Overview, publication RO-5237 3.3 (one copy is included with the NQE 3.3 release package)
NQE Installation, publication SG-5236 3.3 (one copy is included with the NQE 3.3 release package)
Introducing NQE, publication IN-2153 3.3
NQE User's Guide, publication SG-2148 3.3
NQE Administration, publication SG-2150 3.3
The NQE manuals were reprinted for this NQE release and may be purchased from Cray Research. To purchase printed NQE publications, use one of the following methods:
| Note: These publications are also provided online as PostScript files on the CD-ROM that is distributed with the NQE 3.3 release package and on the Cray DynaWeb server. For information about the online documentation provided with this release, see “NQE Documentation”. |
Customers can contact the order desk at the Cray Research Distribution Center by telephone (+1-612-683-5907 or 1-800-284-2729 extension 35907), through electronic mail ([email protected]), or by fax (+1-612-452-0141).
Customers who have a Cray Research system and who subscribe to the CRInform program can order additional publications electronically by using the Publications option.
This section lists other documentation that may be of interest to you in order to use and/or administer NQE. The following documentation is recommended but is not provided as part of the NQE product.
For information about the FLEXlm license manager, access the WWW page for GLOBEtrotter Software, Inc., at the following URL:
http://www.globetrotter.com |
Also, you may order the Flexible License Manager End User Manual from GLOBEtrotter Software, Inc., or from the Cray Research Distribution Center.
Tcl is the language used for modifying or writing schedulers in NQE. The following documentation is recommended:
| Tcl and the Tk Toolkit |
| John K. Ousterhout |
| Addison-Wesley Publishing Company |
| ISBN 0-201-63337-X |
| Practical Programming in Tcl and Tk |
| Brent B. Welsh |
| Prentice Hall Publishing Company |
| ISBN 0-13-182007-9 |
Additional information about Tcl and Tk is available through the WWW and anonymous FTP. Tcl and Tk are very popular, and there is a great deal of available material. The following is a partial list of WWW references for Tcl and Tk:
Neosoft TCL General Reference at the following URL:
http://www.neosoft.com/tcl
A Brief Introduction to TCL/TK at the following URL:
http://http2.brunel.ac.uk:8080/~csstddm/TCL2/TCL2.html
SCO's TCL WWW Information at the following URL:
http://www.sco.com/Technology/tcl/Tcl.html
The Software Training Catalog for Customers, publication TR-CUSTCAT, describes NQE training support. The catalog lists training office locations, describes the available training services and facilities, and provides curriculum charts for employees and customers. It also contains the current class schedule, and a complete description and outline for each course.
This catalog resides on the public Silicon Graphics WWW site. You may access it at the following URL:
http://www.sgi.com/Products/Edu/schedules/NAFO/nafo.html |
The Cray NQE software for all supported platforms is fully eligible for software support from Silicon Graphics and Cray Research. There are several support packages available to meet your requirements. These support packages are described in more detail in this section.
The following programs provide both hardware and software support:
FullCare service delivers next-day, on-site assistance, telephone support from our technical experts, and remote hardware and software diagnosis to ensure that your system is fully operational.
FullExpress service delivers the same coverage as FullCare service, but with an accelerated on-site response time of 4 hours.
FullProduction service combines 7x24 coverage with live call-center response to your critical calls. Your assigned account manager proactively works with you to prevent failures and ensure rapid recovery, conducting quarterly on-site reviews, performing proactive patch management, and assisting you with operating system upgrade planning.
CoOpCare service is the ideal service package for desktop systems. It includes telephone support, remote diagnosis, and parts exchange. After completing our required service training, you will obtain the tools and experience necessary to quickly isolate and fix problems, and perform your own parts replacement.
In addition, the following support package is designed for software support only:
O/SCare keeps you current with updates to your operating system software and provides technical assistance. Support for your software utilities and applications is also covered under O/SCare.
All of these packages are also available in Extended Warranty versions. These extended warranty packages build on product warranties to provide from 1 to 5 years of service associated with the package.
Additional details about the full suite of Silicon Service support offerings can be found in the support section at the following URL:
http://www.sgi.com/Support/ |
Software support for UNICOS customers is determined by the NQE components that have been installed. A site is eligible for support if it installs the NQE subset (comprised of NQS and the File Transfer Agent (FTA)) or the full NQE release. UNICOS/mk customers are only eligible for full NQE software support offerings.
Customers who install NQE 3.3 on systems other than UNICOS or UNICOS/mk must complete and return the NQE License Request and Warranty Registration form available in NQE Installation, publication SG-5236.
When you purchase the NQE product, it includes a 30-day, money-back guarantee, service, and support. If you need service or support with this product, please contact your local call center or local service representative.
If you experience problems with NQE, contact your local call center or local service representative and they will work with you to resolve the problem.
If you have access to the Cray Inform (CRInform) or the Supportfolio support tools, you may also use these programs to report a problem.
A list of known software problems for NQE 3.3 is available through anonymous FTP at the following location:
ftp://ftp.cray.com/pub/nqe/software/current/KNOWN_PROBLEMS |
There is a mailing list for NQE that is used to distribute information about NQE releases, updates, plans, and the product. It is not used as a forum for list members to share information or post messages, so you will not be overwhelmed with email. If you subscribe to the list, you will receive periodic and timely information about NQE.
To subscribe to the NQE mailing list, send email to the following address:
[email protected] |
Include the following line in the body of the email message:
subscribe nqe |
After you subscribe, you will receive a welcome message and instructions about how to unsubscribe from the list.