Contact and Support

Users should direct any queries relating to their use of the DSH HPC Cluster and Customer Specialist Servers to the Research Computing Support Team at rc-support@ucl.ac.uk, indicating you are working in the DSH. The team will respond to your question as quickly as possible, giving priority to requests that are deemed urgent on the basis of the information provided.

Availability: 9:30am - 4:30pm, Monday - Friday, except on Bank Holidays and College Closures.

We aim to provide you with a useful response within 48 hours.

Please do not email individuals unless you are explicitly asked to do so; always use the rc-support email address provided or the MyServices ticketing service, as this is the best way for your request to be processed.

MyServices

You can also contact us by creating a MyServices ticket at Data Safe Haven - General DSH Enquiry.

Please try to be as specific as possible with regard to the service that you wish to get assistance with so that we can direct your request to the correct team promptly (for example, mention the "DSH HPC cluster" or a specific "DSH Customer Specialist Server").

Drop-In Sessions

Research IT Services holds drop-in sessions roughly every two weeks which at least one member of the Research Computing team usually attends. More details and dates for these sessions are available on the the RITS pages.

If you have a particularly complex problem, it may be useful to email the support address, rc-support@ucl.ac.uk, beforehand so that the person attending can prepare.

Location

The Research Computing Team are located at:

38-50 Bidborough Street Floor 3 London WC1H 9BT

We are keen to collaborate and welcome visitors to our offices to talk about all things research computing. However, we do not operate a walk-up service desk: if you are frustrated by slow response to a support ticket, we are sorry but please do send reminders as there is probably a good reason why your request is not being processed.