Helpdesk SURFsara services
You may request support from or provide feedback about SURFsara's services by contacting us by phone or by email.
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)
- Ascension Day
- Whit Monday
- Second Day of Christmas
- New Year's Eve
SURFsara will provide limited support on December 27, 30, and 31, 2020 (during our Christmas closure).
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 or our servicedesk portal 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.