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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 account]'''. This way, our ticketing system will be able to recognize you automatically. | * '''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. | ||
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* Please do not request help on a different topic as a follow-up to an old email thread. Instead, start a brand new one to avoid re-opening an old ticket. | * Please do not request help on a different topic as a follow-up to an old email thread. Instead, start a brand new one to avoid re-opening an old ticket. | ||
==Email addresses== <!--T:8--> | ===Email addresses=== <!--T:8--> | ||
Please choose the address that corresponds best to your question or issue: | Please choose the address that corresponds best to your question or issue: | ||
* [mailto:accounts@tech.alliancecan.ca accounts@tech.alliancecan.ca] -- Questions about accounts | * [mailto:accounts@tech.alliancecan.ca accounts@tech.alliancecan.ca] -- Questions about accounts | ||
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* '''[mailto:support@tech.alliancecan.ca support@tech.alliancecan.ca]''' -- For any other question or issue | * '''[mailto:support@tech.alliancecan.ca support@tech.alliancecan.ca]''' -- For any other question or issue | ||
= Information required = <!--T:3--> | == Information required == <!--T:3--> | ||
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* If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, say so explicitly in your email. For example, instead of attaching files to an email, you may indicate where they are located in your account and give us permission to access them. If you have already granted us permission via the CCDB interface to access your files, then you do not need to do it again in your support request. | * If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, say so explicitly in your email. For example, instead of attaching files to an email, you may indicate where they are located in your account and give us permission to access them. If you have already granted us permission via the CCDB interface to access your files, then you do not need to do it again in your support request. | ||
= Things to beware = <!--T:4--> | == Things to beware == <!--T:4--> | ||
* '''Never send a password!''' | * '''Never send a password!''' | ||
* Maximum attachment size is 40 MB. | * Maximum attachment size is 40 MB. | ||
= Support request example = <!--T:9--> | == Support request example == <!--T:9--> | ||
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To: support@tech.alliancecan.ca | To: support@tech.alliancecan.ca | ||
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</pre> | </pre> | ||
= Access to your account = <!--T:18--> | == Access to your account == <!--T:18--> | ||
If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, you should state so explicitly in your email (unless you have provided consent via the CCDB). For example, instead of attaching files to an email, you may tell where they are located in your account and give us written permission to access them. | If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, you should state so explicitly in your email (unless you have provided consent via the CCDB). For example, instead of attaching files to an email, you may tell where they are located in your account and give us written permission to access them. | ||
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