Created a Contacting Support and Software Install page for Polaris

docs/polaris/contacting-support.md

@@ -0,0 +1,59 @@
+# Support Issues & Software Requests
+
+## Contacting Support
+
+For user support issues or questions, please direct all questions, requests, and feedback to [[email protected]](mailto:[email protected]).
+
+Please be aware there is a list of known issues on Polaris that can be found [here](./known-issues.md).
+
+When contacting support, please include the following information:
+* Your ALCF Username
+* Your project name
+* The system you're on (Polaris, Sophia, etc.)
+
+### Job Failures
+
+If you are having issues running your job, or you job is failing, please include the following in your email to support:
+* All job IDs of the failures
+* Your `qsub` submission script if you're submitting a batch job, or your full `qsub` command if you're submitting an interactive job
+* A list of all modules loaded while running your job. Please provide the list via the `module list` command and **NOT** a list of your `module load <module>` commands
+* The `*.e` (error) and `*.o` (output) files from at least one of your job failures
+* Any errors displayed on the command line
+
+***NOTE: Support does not have access to your home directory or your project directory. 
+Please do not include directory paths as a means for Support to access your submission script. It must be attached to the ticket.***
+
+### Python Issues
+
+If you need to open a ticket related to Python please be sure to include the following in your email to support:
+* Your `qsub` submission script
+* Which base conda module and environment you are using
+* The output from `module list`
+* Whether you have extended the base environment via `venv`, `conda clone`, etc.
+* Have you installed any new packages, or removed existing ones? If so, please include your script and commands necessary to recreate the issue
+* Whether you're attempting to run on a log in node or a compute node
+
+By including the above information this will help Support quickly route your ticket to the correct SME, resulting in a quicker resolution.
+
+***NOTE: We encourage users to use the pre-installed conda environment. 
+Any custom environments are supported on a best effort basis only.***
+
+### Installation & Compiling Issues
+
+If you are having issues installing and/or compiling your app, please include the following in your email to support:
+* The output from `module list`
+* If you are on a log in node or a compute node
+* A link to the app you are attempting to install (if possible)
+* The full command you're using to compile
+* Any other necessary steps Support will need to recreate the issue
+
+
+## Software Requests
+
+***NOTE: Software install requests can take several months to receive approval before testing and installation. 
+Therefore, it is strongly encourged to attempt to install the app yourself before contacting support for it to be installed system-wide.***
+
+If you want to request a package be installed on Polaris, please include the following when reaching out to support:
+* A link to the package/app you want to be installed
+* The reason you need the package installed
+* Why the currently provided applications/modules will not work for your workflow (if applicable)

docs/polaris/data-science-workflows/python.md

@@ -15,6 +15,11 @@ module use /soft/modulefiles; module load conda ; conda activate base
 
 This will load and activate the base environment.
 
+***NOTE: We encourage users to use the pre-installed conda environment. 
+Any custom environments are supported on a best effort basis only.***
+
+For python issues or questions please see the [Contacting Support](../contacting-support.md) page.
+
 ## Virtual environments via `venv`
 
 To install additional packages that are missing from the `base` environment,

mkdocs.yml

@@ -40,6 +40,7 @@ nav:
   - Polaris:
     - Getting Started: polaris/getting-started.md
     - System Updates: polaris/system-updates.md
+    - Contacting Support and Software Requests: polaris/contacting-support.md
     - Known Issues: polaris/known-issues.md
     - Hardware Overview:
       - Polaris Machine Overview: polaris/hardware-overview/machine-overview.md