.. _support_survey:

===========================
Support for GridUnesp Users
===========================

.. contents:: In this section:
   :local:
   :depth: 2

Response Time
=============

.. image:: Figures/suporte_tempo.png
   :alt: Support response time
   :align: center

The Satisfaction Survey evaluated the response time of the GridUnesp support team. The results indicate:

- **Fast responses**: most users receive a reply within 24 hours
- **Business-hours service**: the team responds on business days
- **Continuous effort**: the team strives to reduce response time even further

Planned Improvements
--------------------

As mentioned in :ref:`documentation_support`, the GridUnesp team is implementing:

1. **Frequently asked questions page** for self-service resolution
2. **Knowledge base** with documented solutions

..
  3. **AI agent** for information and troubleshooting without immediately needing to contact the support team

Solution Delivery
=================

.. image:: Figures/suporte_solucoes.png
   :alt: Quality of solutions
   :align: center

The survey also evaluated the quality of the solutions provided by support:

- **High satisfaction rates**: most users consider the solutions adequate
- **Effective resolution**: problems are solved on the first interaction in most cases
- **Follow-up**: complex cases receive special attention until fully resolved

Improvements Implemented During the Survey
==========================================

During the period in which the Satisfaction Survey was underway, the GridUnesp team continued making significant improvements:

Storage Expansion
-----------------

- The ``/home/`` partition had its space increased to **120 TB**
- This represents a substantial increase in storage capacity for all users
- It follows the recommendations in the :ref:`storage_guide` section

New Applications Installed
--------------------------

Several scientific software packages were installed or updated:

- **GROMACS 2026.2** - Latest version for molecular dynamics
- **Quantum ESPRESSO 7.5** - New features for DFT
- **VASP 6.6.0** - Important update
- And many others (see :ref:`installed_applications`)

.. note::
   The complete list of available applications can be checked with the ``module avail`` command or in the :ref:`all_applications` section.

Support Channels
================

Currently, users can rely on the following channels:

**Email**
   - ``support.ncc@unesp.br``
   - Ideal for detailed questions and complex problems

**Documentation**
   - https://ncc.unesp.br/gridunesp/docs/
   - Portuguese and English versions

**FAQ**
   - :ref:`faq`
   - Answers to the most common questions

.. tip::
   Before sending an email, check the :ref:`faq` section - most questions have already been answered!

Tips for Efficient Support
==========================

When contacting support, include:

✅ **Essential information:**

- Your **username** on GridUnesp
- A **clear description** of the problem
- The **job number** (if applicable)
- The **location of the scripts** (full path)
- Relevant **log files**
- The **commands run** and error messages

❌ **Avoid:**

- Vague messages like "it doesn't work"
- Omitting relevant information
- Sending messages to individual administrators (always use the ``support.ncc@unesp.br`` list)

.. important::
   **Always send to** ``support.ncc@unesp.br``, not to individual administrators. This ensures your request is seen by the entire team.

.. seealso::

   - :ref:`contact` - Complete contact information
   - :ref:`faq` - Check before sending questions
   - :ref:`troubleshooting` - Solutions for common problems