Contacting PDC Support
Before contacting PDC Support, please have a look at theto see if your questions are already addressed, and check the current to see if there is an alert which is causing your problem.
Best ways to contact PDC Support
Note: If you are a SUPR user, we recommend that you contact us via the SUPR interface (as we then receive your message together with your background data from the SUPR database, making it easier for us to assist you). To contact PDC Support via SUPR, login to your portal atand use the Support page.
We recommend contacting PDC support via
|3||In person||PDC Support is open to visitors from 09:00-17:00 Monday to Friday (except on public holidays), however, please make an appointment first to be sure that an appropriate person will be available to meet you when you arrive. For directions to get to PDC, click.|
Information to include in your email to PDC Support
Make sure you provide adequate information when requesting support from PDC. In general, try to include the following:
- your username at PDC
(This is very important if you want changes to be made to your account),
- the operating system you are accessing PDC from,
- the cluster and (or) software at PDC involved in your problem,
- Did it stop working suddenly or after you made some changes and when was it last working?
- the execution commands you used
(Attaching the job script is useful.)
- the output from your commands
(You can attach the output/error files from the batch system to your email. The output from your code could contain useful information about the problem if you use redirection in your shell commands. Please shorten files as much as possible to a length that makes it easy to see the problems while keeping messages short.)
After sending email to PDC Support
PDC uses a Request Tracking (RT) system to handle all queries sent to PDC Support. All incoming emaisl are tracked via the RT system so we can follow up on your questions efficiently.
- As soon as you send an email to PDC Support, you will receive an automated reply with a subject line [SNIC support #NNNNN] where NNNNN is a unique support request number. This number is used to keep track of all communication between you and PDC about that particular issue.
- When you respond to emails from us about existing requests, please including the request number [SNIC support #NNNNN] in the subject line - the easiest way is to just reply to our response. If you do that, the ongoing conversation will be threaded in our RT system, and we can easily send emails back and forth about that topic until your problem is resolved.
- Make sure to send your replies to firstname.lastname@example.org (and not to an individual PDC staff member's personal email address). That way you will get help faster as all the PDC Support staff will see your request.
For subsequent questions
- If you have a question or problem that is related to either a previous query you sent us or to an earlier response that you got from us, put the request number for the earlier issue in the subject line of the new email that you send to us (or reply to our earlier response with the request number in the subject line).
- If you have a question that is not related to any earlier issues, send a completely new email and do not include any earlier request numbers! We close each request once the issue is resolved, so if you use an old support request number (either in a new message or by replying to an earlier response from us) and you ask an unrelated question, the old request will be re-opened with its entire history. That causes confusion making PDC staff think that you have continuing problems originating from the old support request and slows down the process of solving your current problem.