code of conduct, slack CoC, support policy (#19)

Author: bcumming

docs/policies/code-of-conduct.md

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+# CSCS Code of Conduct
+
+The CSCS code of conduct aims to outline the responsibilities and the proper practices for CSCS user community.
+
+## Access to Source Code
+
+If you are using your own code for production projects at CSCS, you agree to make this code available to CSCS application analysts for performance analysis and optimization purposes (if necessary).
+If you are using third-party commercial or community open-source codes, CSCS will contact the developer as needed.
+
+## Scientific Advisory Committee (SAC)
+
+It is expressly stated that panel committee members must not be contacted under any circumstances on issues regarding proposals.
+Violation of this rule disqualifies the proposal from scientific review and leads to immediate rejection of proposals.
+
+## Acknowledgements
+
+The User Lab Users must quote and acknowledge the use of CSCS resources in all publications related to their production and development projects as follows:
+
+> This work was supported by a grant from the Swiss National Supercomputing Centre (CSCS) under project ID ### on Alps
+
+The User Lab Users must quote and acknowledge the use of Swiss Share of the LUMI resources in all publications related to their production and development projects as follows:
+
+> This work was supported by a grant from the Swiss National Supercomputing Centre (CSCS) on the Swiss share of the LUMI system under project ID ###
+
+Users with allocations under the  Swiss AI Intiative must quote and acknowledge the use of CSCS resources in all publications related to their projects on Alps as follows:
+
+> This work was supported as part of the “Swiss AI initiative”by a grant from the Swiss National Supercomputing Centre (CSCS) under project ID ### on Alps
+
+User Lab Users should ackoweldge the PASC program in their publications as follows:
+
+> This work was supported by the  Platform for Advanced Scientific Computing (PASC) project "name of the project"."
+
+Users with a share of CSCS infrastructure ([Contractual Partners](https://www.cscs.ch/services/contractual-partners)) should acknowledge use of CSCS resources in their publications as follows:
+
+> We acknowledge access to Piz Daint or Alps at the Swiss National Supercomputing Centre, Switzerland under the [institution]'s share with the project ID ####

docs/policies/slack.md

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+# Slack Code of Conduct
+
+The [CSCS Users Slack](https://cscs-users.slack.com/) space is designed to foster a positive and inclusive environment for all members.
+To ensure a respectful and engaging experience, we kindly ask you to adhere to the following code of conduct:
+
+1. **Respectful Communication**
+    * Treat all members with respect and kindness. Avoid offensive, derogatory, or discriminatory language and behaviour.
+    * Engage in constructive discussions and debates. Maintain a respectful tone.
+* **Inclusive Atmosphere**
+    * Embrace diversity in all forms, including but not limited to, race, gender, sexual orientation, disability, and cultural background.
+    * Avoid making assumptions about others based on their background or identity.
+* **Professionalism and Relevance**
+    * Keep discussions relevant to the scope of the channel and the scope of CSCS.
+    * Refrain from promoting unrelated content, products, or services.
+* **Intellectual Property and Copyright**
+    * Respect intellectual property rights. Only share content that you have the right to share.
+    * Provide appropriate attribution when sharing information or resources.
+* **Avoid Spam and Self-Promotion**
+    * Avoid excessive self-promotion or advertisements: please use the dedicated channel for job postings
+    * Share content that adds value to the community, such as relevant articles, resources, and insights.
+* **Privacy and Data Protection**
+    * Respect the privacy of others. Do not share personal information without explicit consent.
+    * Do not share confidential or sensitive information in the channel.
+* **Helpful and Supportive Environment**
+    * Offer help and support to fellow members when possible. Collaboration is key to our community.
+    * Ask questions and seek assistance respectfully. We’re here to learn and grow together.
+* **Reporting Violations**
+    * If you encounter behaviour that violates this code of conduct, please report it to Admins promptly (for information on how to browse a list of Admins, refer to the Slack [help center](https://slack.com/help/articles/360003534892-Browse-people-and-user-groups-in-Slack)) .
+    * Do not engage in public call-outs or confrontations. Let the Admins handle the situation.
+* **Moderator Authority**
+    * Respect the decisions of Admins. They are responsible for maintaining the integrity of the space and ensuring a positive environment.
+Continuous Improvement
+    This code of conduct is subject to updates and improvements. Your feedback is valuable in creating a better community.
+
+
+By participating in the CSCS Users Slack, you agree to abide by this code of conduct. Remember, your contributions can have a positive impact on the community. Let’s work together to create an environment that fosters learning, collaboration, and innovation.
+Thank you for being a part of the CSCS Users Slack community!
+

docs/policies/support.md

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+# UserLab Support Policy
+
+## 1. User Support Policy
+
+CSCS operates an advanced research infrastructure dedicated to High-Performance Computing (HPC) and other scientific applications.
+Our infrastructure encompasses a wide array of resources including compute, network, supporting software and tools, and several software applications used by a broad user base.
+Our user support policy outlines the level of assistance users can expect, the types of support offered, and the guidelines for requesting and receiving assistance.
+
+## 2. Best Effort Support
+
+CSCS is committed to offering best effort support to our users.
+Our goal is to provide responsive and effective assistance, ensuring the hardware and software infrastructure operates at a high level to satisfy the majority of the scientific community’s needs.
+However, while we will make a reasonable attempt to assist users with their inquiries, we cannot always guarantee a resolution.
+
+Our best effort support includes the following elements:
+
+* *Timely Responses*: Users can expect an initial acknowledgment or response to their inquiry in a timely manner during regular working hours.
+* *Direct Assistance*: Our support staff is available to provide guidance on technical issues, configuration challenges, troubleshooting, and to offer general advice to address an issue. 
+* *Escalation Process*: In cases where initial support efforts are insufficient to resolve an issue CSCS may, at its discretion, escalate an issue to additional staff or third-party vendors, contingent upon the availability of resources or capacity.
+* *Quality Documentation*: CSCS provides comprehensive, accurate, and up-to-date documentation. This documentation is designed to help users understand and effectively utilize our infrastructure and services.
+
+CSCS reserves the right to decline support for requests that fall outside the scope of the activities described in the user’s initial project allocation proposal.
+Support will be focused on ensuring that the resources are used in alignment with the approved objectives and goals.
+Requests that significantly deviate from the original proposal may not be accommodated.
+
+## 3. User Applications
+
+User applications are those brought to CSCS systems by the users, whether they are developed by the users themselves or another third-party.
+Packages or applications not provided by CSCS are considered user applications.
+Users may need to compile or adapt these applications to our system.
+CSCS will provide guidance on deploying applications on our systems, including configuration and optimizations of the CSCS environment.
+While we can assist with infrastructure-related issues, we can not configure, optimize, debug, or fix the applications themselves.
+Users are responsible for resolving application-specific issues themselves or contacting the respective developers.
+
+## 4. Officially Supported Applications
+
+CSCS offers a range of officially supported applications and their respective versions and configurations, which are packaged and released by CSCS or its supply partners.
+These packages benefit from our resources, expertise, and comprehensive documentation.
+They include mission-critical software chosen for their significant impact on the center’s goals, strategic projects, and wide user base.
+Users can expect timely assistance, troubleshooting, optimization, and integration with CSCS infrastructure for these packages.
+This support also extends to common tools and libraries provided by CSCS for the development and deployment of scientific applications.
+
+While CSCS provides enhanced support for third-party software included in our officially supported applications, our ability to resolve issues is contingent on the extent of our expertise and control.
+Bugs or other problems that fall outside of our immediate control will be escalated to the relevant third-party vendors, but further resolution will depend on their response and capabilities, limiting our ability to fully address such issues.
+
+## 5. Prioritisation Criteria
+
+Support cases will be prioritised based on factors such as the impact on CSCS's overall mission and services, potential for knowledge transfer, degree of expertise required, and time and effort required to provide support.
+Issues directly concerning products and services offered by CSCS will be given higher priority.
+
+## 6. Collaborative Support
+
+The effectiveness and efficiency of our support are greatly enhanced when users work collaboratively with us. By providing thorough information users enable us to deliver more effective and timely assistance. To facilitate effective support, users are expected to:
+
+* *Consult Documentation*: Users are encouraged to review the provided documentation and indicate what they have consulted before seeking support.
+* *Provide Detailed Information*: Users should offer, to the best of their ability, sufficient documentation and information about their software and the issues they are experiencing.
+    This includes detailing previous attempts to resolve the issue and any relevant error messages or logs. Clear and precise communication of the problem and steps already taken helps us diagnose and address issues more efficiently.
+
+## 7. Closure of Support Tickets
+
+Support tickets related to user applications will be closed if, after providing all feasible guidance and troubleshooting within our support scope and capacity, it is determined that the issue lies beyond the control of CSCS, such as in the user’s application code or third-party dependencies.
+In such cases, the ticket will be closed after the user has been informed of the situation and provided with any relevant recommendations or resources for further investigation.
+Users are welcome to reopen the ticket if new, actionable information becomes available.
+
+## 8. Communication Channels
+
+Users can request support through the CSCS Service Desk. Updates and communication with support staff will be provided through e-mail or via the Service Desk. Users are also encouraged to communicate with each other via our community channels. CSCS reserves the right to make other forms of communication also available.
+
+## 9. Continuous Improvement
+
+We are committed to continuously improving our support services.
+Feedback from users is welcomed and will be used to refine our support policies and procedures to better meet the needs of our community.
+
+By adhering to this user support policy, we aim to ensure a consistent and satisfactory support experience for all users at CSCS.
+

mkdocs.yml

@@ -67,12 +67,16 @@ nav:
     - tools/index.md
     - 'slurm': tools/slurm.md
     - 'uenv': tools/uenv.md
-  - 'Storage':
+  - 'Data Management and Storage':
     - storage/index.md
     - 'File Systems': storage/filesystems.md
     - 'Data Transfer': storage/transfer.md
     - 'Long Term Storage': storage/longterm.md
     - 'Object Storage': storage/object.md
+  - 'Policies':
+    - 'Code of Conduct': policies/code-of-conduct.md
+    - 'UserLab Support Policy': policies/support.md
+    - 'Slack Code of Conduct': policies/slack.md
 theme:
   name: material
   language: en