Status Report: Support
April 2016 - September 2016
Tom Yoksas, Jennifer Oxelson, UPC Staff
Activities Since the Last Status Report
Training
- The UPC will host its annual training workshop series from October 17 - November 4, 2016 in its Foothills Lab offices in Boulder, CO.
New Activities
In order to fulfill our objectives articulated in the Unidata 2018 Proposal, focused efforts are needed in two major areas:
- Enhance electronic support offerings
- Create instructional materials for online virtual training
Relevant Metrics
Since January 26, 2006 over 50500 user support "transactions" (new inquiries and follow-ups) have been processed through the Unidata inquiry tracking system. Other methods of providing answers to questions posed (e.g., github, Stack Overflow, mailing list replies, etc.) add substantially to the support load.
Additional metrics may be found here.
Support by Category
Fig. 1: Above are histograms that portray the number of Unidata email responses for categories of support for a one year period ending September, 16, 2016. The histograms are arranged by yearly activity averages with the highest on the left and lowest on the right. Each quarter year within the period is depicted from oldest to newest from left to right. The number of responses has been normalized to weekly averages so that the support load over the various periods can be easily compared.
Individual support activities included in the categories depicted above are listed in the following table.
Category | Packages, Groups, and Lists |
data | casestudies, casestudies-list, conduit, craft, craft-ty, craft-nws, datastream, difax, eumetsat, level2, level2-ty, noaaport, noaaport-ty, noaaportldm |
dods | dods, dods-core, dods-list, dods-tech, dods-mlgui-tc, dods-pm, dods-tac, dods-team, opendap, opendap-core, opendap.forward, opendap-list, opendap-tech |
gempak | gempak, gembud-list, gempak-ty, awips-ty |
idd | idv, idvlist, idvsteering, java-gui, metapps, visad, visad-list, visad-renderer |
idv | idv, idvlist, idvsteering, java-gui, metapps, visad, visad-list, visad-renderer |
ldm | ldm, ldm-users-list |
lead | lead, leadusers |
mcidas | mcdevelop, mcdevelop-ty, mcidas, mcidas-list, mcidas-ty |
miscellaneous | esupport, misc, license, network, notrack, platforms, wxp wxp-lis |
netcdf | data-models, libcf, ncml, netcdf, netcdf-miss, netcdfgroup-list, netcdf-hdf, netcdf-hdf-list, netcdf-java, netcdf-perl |
nws-changes | nws-changes |
outreach | agu-ty, announce, argentina-ty, barbados-ty, brazil-ty, cathalac-ty, chile-ty, costarica-ty, mexico-ty, support-ty, cbmet-ty, community-list, eletter, egrants, eumetsat-ty, external, iai-ty, international-ty, joss-ty, k12-list, korea-ty, meteoforum-ty, unidata, workshop |
python | python |
ramadda | ramadda |
thredds | java-dev, java-dev-list, thredds |
utilities | decoders, ldm-mcidas, udunits |
Support by Topic
Fig. 2: Above are histograms that portray the number of Unidata email responses for individual topics of support for a one year period ending September 16, 2016. The histograms are arranged by yearly activity averages with the highest on the left and lowest on the right. Each quarter year within the period is depicted from oldest to newest from left to right. The number of responses has been normalized to weekly averages so that the support load over the various periods can be easily compared.
Comments
- The total support provided by the UPC remains high, and yearly totals have been relatively constant for the past two years. Overall support activities vary by somewhat by quarter. Spikes in support for individual packages is largely correlated with the release of new distributions.
- Support for netCDF continues to be substantial, and is understandable given the **large** number of users of the package worldwide.
- The IDV support load is second only to that for netCDF; no large increases have been seen over the past 6 months.
- Support for the legacy visualization packages GEMPAK and McIDAS continues to be substantial. Support for AWIPS-II has been increasing steadily and now exceeds that for GEMPAK.
- Support for LDM, IDD, and data continues at a high level and shows some variability throughout the year.
- The high numbers for outreach reflect the high level of activity in a variety of activities including organizing sessions at various national meetings.
Notes
These numbers and conclusions should not be taken too literally, for several reasons:
- For some packages, multiple responses in the same thread may be bundled into a single archived email. Other packages have each response in a thread counted separately.
- After a new release of software, there may be a flurry of the same or similar questions, which can be answered in separate emails or in a single mailing list posting.
- The graph primarily represents support of end users and site administrators, not developers. Support for non-Unidata developers in projects such as THREDDS, IDV, GEMPAK, and McIDAS requires significant resources, but is difficult to assess.
- Not all support records were indexable for this report. Given this, the above numbers are an **underestimate** of the actual support being provided by the UPC.
Additional User Support Inquiry Metrics
Strategic Focus Areas
We support the following goals described in Unidata Strategic Plan:
- Enable widespread, efficient access to geoscience data
Unidata User Support enables access to geoscience data by supporting the use of tools created and/or supported by the UPC. - Build, support, and advocate for the diverse geoscience community
The user support provided by the UPC is recognized throughout the atmospheric science community. Unidata's outreach efforts are routinely called out in surveys of the NCAR/UCAR community.
Prepared September, 2016