Create an Issue¶
We have categorized common user requests into templates. Some of them are described below.
- Request Package Addition or Change
- You want to install new software packages into the user environment.
- Request for RAM/CPU
- You want to increase/decrease RAM for a specific hub.
- Request Elevated Privileges
- You want members of your teaching team to have elevated privileges. This is useful for when course staff need to troubleshoot student servers.
- Retrieve User Data
- You want to request data stored as part of your hub instance.
- Schedule Cluster Scaling
- You can share the important date(s)/time(s) for workshops, exams, assignments, etc. when you expect the resource requirement to be greater than usual. We will review your request and get back to you directly about the feasibility of increasing resources.
- Bug Report
- You found a bug in any part of the software stack.
- Share New Enhancement
- You envision a new feature or documentation change that would help your existing workflow.
- Generic Issue
- For any other issue.
Service Level Agreement for Issues¶
Time for this SLA will start from the time when we have complete information regarding your request,
- Package installation
- Acknowledgement within two working days.
- RAM increase
- Acknowledgement within two working days.
- Elevated privileges
- Request completed within two working days.
- Data archival request
- Request completed within three working days.