JASMIN user support is managed and provided by the CEDA team. There are several ways that you can contact us, see below.

Help Beacon (preferred method)

Use the "Ask" feature of the Help Beacon (icon at bottom right of your screen) which sends an email to the Helpdesk. The Help Beacon is located on all JASMIN websites.

You will be asked to choose from a list of dropdown options, you can see a description of what these options are here. This helps us to quickly see which service you are asking about, so your query can then be directed to the appropriate person.

Please be sure to include detailed information about your issue. The kind of information we need can be found here.

Email

You can email the helpdesk directly: support@jasmin.ac.uk

Please be sure to include detailed information about your issue. The kind of information we need can be found here.

Phone (least reliable method)

Call us on: +44 (0) 1235 44 64 32

Please note that the most reliable method to contact us is via email, as the phone is not fully supported

When you contact the helpdesk, your query will then be directed to the appropriate person. The majority of queries will be responded to within one working day, but please note that helpdesk support is only available within the normal working hours of JASMIN's host institution (STFC). JASMIN itself is a research computing environment and is supported during these same working hours. During all periods outside these hours, including evenings, weekends, public holidays and during the Christmas / New Year holiday, systems are running "at risk" and any issues may not be picked up and investigated until the next working day. As we are a small team, if the appropriate person is not available it may take longer for your query to be resolved. More information about our support hours here.

We store and review all queries received to help us improve our service. To keep track of your query we use specialist software which, amongst other things, will provide you with a complete history of all messages related to your query (note: you can only see this history if you use the Help Beacon to submit your query).