5.1 Getting Support
Getting Support
Before You Contact Us
Most issues are covered in the platform-specific guides. Check there first:
| Platform | Where to Look |
|---|---|
| Compute Service | Troubleshooting & FAQs |
| Loome | Troubleshooting & FAQs |
| AWS Direct Access | FAQs |
| PCluster | Troubleshooting & FAQs |
Contact the RACE Team
Email: race-support@rmit.edu.au
What to Include
| Information | Description |
|---|---|
| Platform | Which service (Compute Service, Loome, AWS, PCluster) |
| Description | Clear explanation of what’s not working |
| Steps to reproduce | What actions lead to the problem |
| Error messages | Exact error text or screenshots |
| Environment details | Workspace ID, instance type, region, cluster name |
| What you’ve tried | Troubleshooting steps already attempted |
Support Hours
Monday to Friday, 9:00 AM – 5:00 PM AEST/AEDT (excluding public holidays)
| Type | Response Time |
|---|---|
| General enquiries | 1-2 business days |
| Technical issues | 1-2 business days |
| Critical (multiple users affected) | Same business day when possible |
For urgent issues affecting research deadlines, include “URGENT” in your email subject line.
Escalation
If your issue isn’t resolved within the expected timeframe:
- Reply to your existing support ticket with additional information
- Reference your original ticket number
- Explain the urgency and impact
Feedback
We welcome feedback on documentation, features, and your experience using RACE:
Email: race-feedback@rmit.edu.au