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Checkout, Frequently Asked Questions!

Contact Us#

There are multiple venues you can contact us for support and information. Before sending a support request, be sure to navigate and search the documentation for related information.

The easiest and most efficient way is to email helpdesk:

  • Shaheen III contact form

  • Shaheen III helpdesk

  • Ibex cluster helpdesk

Ibex cluster also supports users via a Slack channel. As a rule of thumb, if the issue is complex to describe, please send an email for requesting support. If the question is of general nature and can be stated in a line or two, Slack channel is most appropriate.

Note

The Slack channel is only of question related to Ibex. Shaheen III support request must be sent via email to the

It is highly recommended that the following information be added to enable us to best respond to your questions:

  • Name of related KSL system (e.g. Shaheen III, Ibex )

  • Name of the SLURM queue or filesystem

  • Provide details of the issue

  • Information about the software environment e.g. which programming environment, compiler, login node etc ..

  • Share the jobscript if possible

  • Instructions on how to reproduce the issue

Note

The support team won’t have access to your data. Please don’t attached large files to emails. Please consult with the support team in the ticket how best to share the necessary data.

Working hours for the KSL support staff are 8am to 5pm Sunday through Thursday, excluding public holidays

Maintenance#

Disruptive maintenance will be avoided, whenever possible. We aim to use a slot no more frequently than twice a month and will, when possible, give at least 7 days notice of the systems being taken out of service.

News#

News about upcoming maintenance and other system events will be published in the “message of the day” displayed at login and also sent via email to all user.

For Ibex, it is also announced on the general channel on Slack.

IT Service Desk#

Questions related to VPN, your KAUST credentials, Datawaha or other IT related topics should be directed to KAUST IT. They can be reached on the following contact information:

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