Support for GridUnesp Users

Response Time

Support response time

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 Support Documentation for GridUnesp Users, the GridUnesp team is implementing:

  1. Frequently asked questions page for self-service resolution

  2. Knowledge base with documented solutions

Solution Delivery

Quality of solutions

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 Complete 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 Installed Applications)

Note

The complete list of available applications can be checked with the module avail command or in the Installed Scientific Applications and More Complete Examples section.

Support Channels

Currently, users can rely on the following channels:

Email

  • support.ncc@unesp.br

  • Ideal for detailed questions and complex problems

Documentation
FAQ

Tip

Before sending an email, check the Frequently Asked Questions 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.

See also