Support tiers¶

Each software installation is categorized into one of three software support tiers, depending on the level of help we can provide for that particular software.

Tier 1¶

A software gets placed into tier 1 if NAISS has an application expert on staff with deep knowledge about it, and we will try to help users with any problems. We have also done some internal tests to make sure that the software installation is working as intended with as good performance as possible. NAISS also commits to installing updates as they become available.

Proactive software installations and updates
Scientific domain knowledge
Software specific knowledge
Relatively few software titles

Tier 2¶

The tier 2 is used when NAISS has staff with domain knowledge, but only limited experience with the specific software. For this category, we will try to help as much as possible. For example, if the software comes with a test suite, we will run it, and attempt to evaluate the results. We will try to install and test new versions, but mostly when this is requested by a user.

Mostly reactive software installations and updates
Some scientific domain knowledge
Little or limited software specific knowledge
More software titles

Tier 3¶

Tier 3 is used for test installations or custom software we helped install by request of a user. In general, we will not be able to help much with such software titles. Note that these types of installations can be completely untested, and will not be updated unless a user sends a request to NAISS support.

Only reactive software installations and updates
No scientific domain knowledge
No software specific knowledge
Many software titles