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--- pandoc:introduction-to-vsc:07_support_ticket:support_ticket [2018/01/31 11:10] – Pandoc Auto-commit pandoc
+++ pandoc:introduction-to-vsc:07_support_ticket:support_ticket [2023/06/29 07:20] (current) – katrin
@@ Line 1: / Line 1: @@
+====== How to write a support ticket ======
+E-Mail to
+{{doku:support.png?nolink&200|}}
+=====The following information is extremely helpful for us:=====
+==== Who are you: ====
+  * user account
+  * project id
+==== Where are you working: ====
+  * cluster (VSC-4, VSC-5, …)
+  * I/O directory (in ''%%$HOME%%'', ''%%$DATA%%'',…)
+  * job id
+  * path to job script
+==== If possible: ====
+  * 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
+  * 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
+Please be **polite**, we are always trying our best 😀