Ask Support

To ensure your issue is tracked, please send your requests via email to support@ace-net.ca.

To help us quickly find a solution, please include the following information:

• Your full name
• Username
• University/Institution
• Phone number (optional)
• Cluster name
• Grid Engine JOB_ID
• Provide your job submission script
• Provide your complete output files where you see errors (copy and paste or attach)
• Be as explicit as possible when you describe the problem
• Please try to adhere to the formal writing style, follow grammar rules, capitalize properly, and divide text into paragraphs

Access to your account

• If you want us to access, copy or edit your files, or inspect your account and possibly make changes there, you should state so explicitly in your email. For example, instead of attaching files to an email, you may tell where they are located in your account and give us written permission to access them.

Notes

• Never send your password!
• Do not send attached shell scripts. Please gzip your files to avoid false virus alarms on the email server.
• Maximum attachment size is 15Mb.