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Technical support: Difference between revisions
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= Ask support = <!--T:7--> | = Ask support = <!--T:7--> | ||
* Before writing to us, consider checking first on the [https://status.computecanada.ca system status page] and the [[Known issues]] page to see if the problem you're experiencing has already been reported. If you can't find the information you need on our wiki, send an email to the address below that best matches your need. | * Before writing to us, consider checking first on the [https://status.computecanada.ca system status page] and the [[Known issues]] page to see if the problem you're experiencing has already been reported. If you can't find the information you need on our wiki, send an email to the address below that best matches your need. | ||
* '''Please ensure that the email address from which you are writing is registered in your [https://ccdb.computecanada.ca/email | * '''Please ensure that the email address from which you are writing is registered in your [https://ccdb.computecanada.ca/email account]'''. This way, our ticketing system will be able to recognize you automatically. | ||
* A well written question (or a problem description) will likely result in a faster and more accurate assistance from our staff (see a [[#Support request example | support request example]] below). | * A well written question (or a problem description) will likely result in a faster and more accurate assistance from our staff (see a [[#Support request example | support request example]] below). | ||
* An email titled "Something is wrong" or "Nothing works" will take a long time to resolve, because we will have to ask you to provide missing information (see [[#Information required | Information required]] below). | * An email titled "Something is wrong" or "Nothing works" will take a long time to resolve, because we will have to ask you to provide missing information (see [[#Information required | Information required]] below). | ||
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;Email addresses: | ;Email addresses: | ||
* [mailto:globus@ | * [mailto:globus@tech.alliancecan.ca globus@tech.alliancecan.ca] -- Questions about [[Globus]] file transfer services | ||
* [mailto:cloud@ | * [mailto:cloud@tech.alliancecan.ca cloud@tech.alliancecan.ca] -- Questions about using [[CC-Cloud]] resources | ||
* [mailto:accounts@ | * [mailto:accounts@tech.alliancecan.ca accounts@tech.alliancecan.ca] -- Questions about accounts | ||
* [mailto:renewals@ | * [mailto:renewals@tech.alliancecan.ca renewals@tech.alliancecan.ca] -- Questions about account renewals | ||
* [mailto:support@ | * [mailto:support@tech.alliancecan.ca support@tech.alliancecan.ca] -- Any other issue | ||
= Information required = <!--T:3--> | = Information required = <!--T:3--> | ||
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= Support request example = <!--T:9--> | = Support request example = <!--T:9--> | ||
<pre> | <pre> | ||
To: support@ | To: support@tech.alliancecan.ca | ||
Subject: Job 123456 gives errors on the CC Cedar cluster | Subject: Job 123456 gives errors on the CC Cedar cluster | ||