Support and contact
Opening a support ticket
Section titled “Opening a support ticket”Send your request to the RCS help desk at jralbert@uvic.ca (Jeff Albert, Research Computing Services). Include the following in every ticket so the team can triage quickly:
| Field | Example |
|---|---|
| Tenant name | my-lab |
| Namespace | my-lab-prod |
| Command you ran | kubectl apply -f deploy.yaml |
| Full error message | paste the complete output, not a screenshot |
| Timestamp (with timezone) | 2026-04-17T09:32:00-07:00 |
| What you expected | pod to reach Running within 60 s |
The more context you provide up front, the faster the team can help.
Response time
Section titled “Response time”RCS support operates during regular UVic business hours (Monday — Friday, 08:30 — 16:30 Pacific, excluding statutory holidays). Expect an initial acknowledgement within one business day. Complex issues that require cluster-level investigation may take longer; the team will update you on progress.
Alliance / CCDB account issues
Section titled “Alliance / CCDB account issues”Problems with your CCDB account, RAC allocations, or Compute Canada credentials are handled by the Digital Research Alliance of Canada, not by RCS. Contact them directly:
- Email:
accounts@tech.alliancecan.ca - Alliance support portal: https://alliancecan.ca/en/support
Report a documentation gap
Section titled “Report a documentation gap”If you notice missing, outdated, or incorrect documentation, file an issue using the pre-populated gap-report template:
Other resources
Section titled “Other resources”See Where to ask for help for a routing guide that points you to the right contact and the self-service documentation for common questions.