Support requests

The PDC Support e-mail

In contacting PDC support, always use the address:

support@pdc.kth.se

This e-mail goes to all PDC staff through our support request tracking (RT) system. Therefore, this address is the quickest and safest way to get in touch with anyone at PDC, and much better than directing your question to the personal email address of a member of PDC staff.

PDC Support will answer your e-mails Monday to Friday 09:00-17:00.

Request Tracking

Your support request number

As soon as you have sent an e-mail to PDC support you will receive an e-mail giving you a support request number for that particular question. If you look at that e-mail you will note that the support request number has been added in the subject of that e-mail.

The support request number has this format:

[SNIC support #NNNNN]

(where the N:s are replaced by a unique number) and is used to keep track of any e-mails that you, or we at PDC, are writing in that particular communication. 

PDC has many support requests

At PDC we use the support request tracking software to answer and organize your e-mail to us, along with everyone else's. This way we do not risk loosing any e-mails or forgetting to answer someone. Anyone at PDC can see all currently open support requests and all replies to the requests that have been made by PDC staff. Therefore, you only need to send your question or reply to PDC once. If you have gotten an e-mail with a support request number your e-mail has safely reached PDC and we will answer you a quickly as we possibly can!

Responding to existing support request numbers

with the text:

[SNIC support #NNNNN]

your response will continue the communication of that support request. In our request ticketing system your answer will be joined with your initial e-mail that opened that support request number. This way the communication will flow easily back and forth between you and us at PDC until your problem has been resolved.

Resolved support requests

In PDC's support tracking system we close your support number once the problem has been solved. If you reply to that support request again it will immediately be re-opened with the entire history of that previous support request in our request tracking system.

Re-opening old support requests

If you in the future choose to contact PDC by simply reply to an old correspondence with PDC, that old topic will be re-opened, with all it's history. That may cause confusion making PDC staff think that you have continuing problems originating from that old support request. This might make the process of solving your current problem slow.

But, if your problem actually concerns a previous issue or response that you got from us, you should re-use that request number!

Information to state when contacting PDC support

When sending a support request to PDC it's good practice to give as much relevant detail as possible - for instance:

• What's your PDC login-name?  (very important if you want changes to be made to your account)
  
• What operating system (Linux? Mac? Win?) are you accessing PDC from? 
• What PDC-resources does your problem concern? A certain cluster? Some software?
  
• Have you succeeded before in doing what now does not work? When was this?
  
• Which commands do you issue?
  
• What is the output from these commands? ...