The basic level will consist of support for requests related to failures in the infrastructure (hardware and software) and basic use of the cluster. The support offered will be done remotely, during business hours (from 08:00 a.m. to 05:00 p.m.), from Monday to Friday, after receiving an email to This email address is being protected from spambots. You need JavaScript enabled to view it. if you are an internal client or a case by means of https://missolicitudes.uniandes.edu.co/s/. Response time is 24 business hours for setup and usage requests, and 8 calendar days for software installation requests. It does not include planning of physical or digital experiments. The scope goes as far as reviewing scripts for optimal job submission and resource utilization. Therefore, we are not responsible for the results obtained that depend on the data source and not on the computational capabilities. The creation of software or execution of workflows for data analysis is not included.

The researchers will have basic initial training in the use of the cluster through our learning material and remote support, prior scheduling by email to This email address is being protected from spambots. You need JavaScript enabled to view it. in the case of external clients or one case per from https://missolicitudes.uniandes.edu.co/s/ for internal clients. Training includes connecting to the cluster via an SSH client, submitting test jobs to the queue system, and transferring files to and from the cluster. Additionally, the researchers will have access to the evidence files and basic information of the cluster. Computing resources used for training will not be billed. The training is offered for a group of up to 5 people. The duration of the session will depend on the previous knowledge that the participants have and up to a maximum of 4 hours. It does not include particular software configurations or training in the use of the specific software of each researcher. This is the responsibility of each researcher.

It is the responsibility of the end user to ensure the compatibility of the software that is requested for installation with the cluster. The Universidad de los Andes does not guarantee the compatibility of the software requested for installation with the cluster and will evaluate the number of users, frequency and particular cases to decide on the installation. Universidad de los Andes will not negotiate with software providers other than those included in the agreements for the campus. You must ship the license and media for installation, as well as have an appropriate license for use in the cluster. Software with personal academic licenses will not be installed. They must be installed in each user's folder independently.

It is the complete responsibility of the end user to make and keep backup copies of the raw and processed data of each investigation. Backups can be done stand-alone or through ExaCore's backup storage service.

In case of handling human data, it is the customer's responsibility to treat them and keep them anonymized during processing and storage. Universidad de los Andes is not responsible for their misuse nor does it guarantee levels of protection of human data as required by current regulations.

Full payment can be made after accepting the quote and will be made by invoice. You must indicate a contact person of the institution, their email and telephone number for payment management, likewise, it is necessary to inform where the invoice is sent when it is generated. The acceptance of the quote is given through a Purchase Order or acceptance mail, attaching the RUT for national companies or the equivalent to the commercial registry in the country of origin. The billing process will start once the quote is accepted. The invoice will be delivered via email to the customer's contact email address. Payment against invoice must be developed. Keep in mind that the cut-off date for generating invoices is the twentieth (20) of each month.

The computational cluster is a shared resource among researchers, so it is not possible to guarantee a minimum queue time for job execution. Universidad de los Andes reserves the right to change CPU and GPU models at any time. End user accounts will be created within a period of 12 business hours from their request and their creation will be notified via email. Once users are notified, they can immediately access the cluster and use the available resources.

Virtual machines will be provisioned based on availability and within 8 business days of request. It is the responsibility of the end user to install the software and maintain it in accordance with the security standards necessary for the investigation and in accordance with current Colombian regulations.

The provision of services will begin once this commercial offer has been accepted. The offer will be considered accepted once it is sent with signature to the email This email address is being protected from spambots. You need JavaScript enabled to view it.. The service will be suspended in case of non-payment of invoices within the time established by the parties, not exceeding 45 calendar days.

The data stored and generated are the property of the client and will be removed from the platforms as required. Universidad de los Andes will not dispose of them, examine or share them except when required by a judicial entity under a legal process.

Universidad de los Andes will maintain the confidentiality of the information exchanged on the occasion and for the purposes related to the purpose of the listing in accordance with decision 486 of 2000 Art 260 to 266 and other regulations in force and applicable in Colombia. Based on the foregoing, the University will not assume additional confidentiality commitments nor will it sign any confidentiality agreement with its clients, since the aforementioned regulations contemplate such protection. The products and data generated using the computer infrastructure provided by Universidad de los Andes are the responsibility of the client and will not be examined or audited by the University except when required by a judicial entity under legal process.

You can consult it here 

The use policies of the Core facilities are available here