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--- pandoc:introduction-to-vsc:07_support_ticket:support_ticket [2018/01/31 13:17] – Pandoc Auto-commit pandoc
+++ pandoc:introduction-to-vsc:07_support_ticket:support_ticket [2023/04/13 13:39] – goldenberg
@@ Line 1: / Line 1: @@
 ====== How to write a support ticket ======
-  * Article written by Markus Stöhr (VSC Team) <html><br></html>(last update 2017-04-27 by ms).
 E-Mail to
-{{:pandoc:introduction-to-vsc:07_support_ticket:support_ticket:contact_vsc-red_margin.png?150}}
+{{:support.png?nolink&200|}}
+=====The following information is extremely helpful for us:=====
-----
-===== How to write a support ticket =====
-The following information is extremely helpful for us:
 ==== Who are you: ====
@@ Line 23: / Line 15: @@
 ==== Where are you working: ====
-  * cluster (VSC-2, VSC-3, …)
+  * cluster (VSC-4, VSC-5, …)
-  * I/O directory (in ''%%$HOME%%'', ''%%$GLOBAL%%'',…)
+  * I/O directory (in ''%%$HOME%%'', ''%%$DATA%%'',…)
   * job id
   * path to job script
@@ Line 32: / Line 24: @@
   * a minimal example that we can run ourselves
+=====Availability of support=====
+We do not have any weekend or night shifts, therefore, support tickets are only worked on:
-----
+  * During workdays at the common office hours (about 9:00 to 17:00)
+  * Sometimes also later, but that is not certain
-===== How to write a support ticket =====
+  * Not on weekends or public holidays
+  * Additionally, Good Friday, November the 2<sup>nd</sup> and December the 24<sup>th</sup> are also free for our staff
- <html><br></html> Be **polite**, we are always trying our best 😀
-----
+Please be **polite**, we are always trying our best 😀