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, or company
• Phone number (optional)
• Cluster name
• Slurm 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!
• Maximum attachment size is 15Mb.

National systems

ACENET's technical support team works hand-in-hand with our partners throughout the Digital Research Alliance of Canada. You can continue to submit your questions to support@ace-net.ca even if they pertain to the national systems. They will receive the same high-quality attention ACENET has always provided, with the added benefit that we are easily able to call upon staff from across Canada with specific technical knowledge about the national systems.