Helpdesk SURFsara services

You may request support from or complain about SURFsara's services by contacting us by phone or by email.

Reachability

Availability

Support is available Monday to Friday from 9:00 until 17:00, excluding the following holidays:

  • New Year's Day
  • Good Friday
  • Easter Monday
  • King's Day (April 27)
  • Liberation Day (May 5)
  • Ascension Day
  • Whit Monday
  • Christmas
  • Second Day of Christmas
  • New Year's Eve

In 2015, SURFsara will also be closed, but nevertheless provide limited support during the SURFsara Christmas Closure from December 28 to 30, 2015.

Requested information

You can help us a lot in handling your support request or complaint by providing as much information as possible. Please accompany your request or complaint with at least

  • your name
  • login name
  • email address and/or telephone number

and, depending on the problem:

  • the name of the computer system involved
  • the location of the jobscript
  • the identification number of the batch job

Guaranteed response times

Questions and complaints arriving by email will be acknowledged to the sender within two working hours. As a rule you will receive a solution or an answer within 16 working hours after the receipt of acknowledgment. In case this is not feasible you will be informed about this within the time interval mentioned, together with an estimate of the time needed to answer your question or deal with your complaint.

Other response times

Guarantees for the time interval to receive a response are only given for questions and complaints received at the telephone number or email address. Questions and complaints received otherwise, e.g. email addressed to a person, will be answered, but we do not guarantee a time interval for the response.

Please do not hesitate to contact us. We will try to handle any question, request or complaint to the best of our abilities.

Latest modifications 20 May 2015