The ARCHER2 Service Desk is the first point of contact for all questions relating to the ARCHER2 Service. Support is available Monday to Friday from 08:00 until 18:00 UK time, excluding UK public holidays. The ARCHER2 Service Desk can be reached by:
- Email firstname.lastname@example.org
- Via the SAFE web tool (available soon)
- Telephone: +44 (0)131 650 5000 (if the above number is unavailable, please use +44 (0)131 618 8313)
- By post, to:
ARCHER2 Service Desk
Edinburgh EH8 9BT
Please try and provide as much background information as possible as this will speed up the processing time considerably. Existing ARCHER2 users will be asked for their user ID, project code, and, where applicable, the commands they are using and the error message they get.
For more complex queries a callback may be booked to discuss your issue with an EPCC expert at a time of your convenience. This may be done via Zoom or telephone.
How the Service Desk ticket system works
When a query is submitted by email or through the SAFE, it is placed in the SAFE query system. Phone queries are entered into the system by the Service Desk operator.
When you email your query, you will normally get an automatic acknowledgement by email, including a tracking ID, within a few minutes. If you submit your query through SAFE, it will give you a tracking ID at once. A few minutes later, your query will be assigned to the appropriate expert within the ARCHER2 team to handle.
The expert may contact you to discuss your problem or to get extra information. Finally, the expert will send you an answer, and the query will be closed. At this point the Service Desk will send you another message, telling you that this has happened.