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Getting Help with BioGrids

BioGrids provides multiple channels for getting help with installation, software usage, and troubleshooting. Whether you're a new user or an experienced researcher, we're here to help you succeed with your computational biology projects.

Quick Support Options

Email Support

help@biogrids.org - Main support email - General questions and installation help - Software usage questions
- Technical troubleshooting - Response time: 1-2 business days

Bug Reports

BioGrids Bug Report Form - Preferred method for reporting issues - Software bugs and unexpected behavior - Installation problems - Performance issues - Integration with issue tracking system

You can also email bugs@biogrids.org, but the web form is preferred as it captures important system information automatically.

Self-Help Resources

Documentation

Tutorials and Training

  • Documentation - Comprehensive guides and examples
  • Community Support - Get help from other users

Community Resources

Software Bugs and Issues

If you encounter problems with BioGrids software:

  1. Check our FAQ: Review our FAQ for common issues
  2. Contact support: Email help@biogrids.org for assistance
  3. Submit a bug report: Use our bug report form

Software Requests

Software Request Form - Request new software or updates

What to include in your request: - Software name and version needed - Project timeline and urgency - License information (if known) - Brief description of use case

Important notes: - Allow time for license negotiations - Some software requires individual lab licenses - We accommodate most academic requests when possible

Version Management Issues

If software problems started after an update: - Check our FAQ for version management tips - Use biogrids-info -l <software> to see available versions - Temporarily use an older version while we investigate

Installation Support

Before Installation

During Installation

After Installation

Professional Support Services

For institutional deployments and enterprise users, BioGrids offers professional support:

Consulting Services

  • Deployment Planning: Help designing large-scale installations
  • Integration Support: Connecting BioGrids with existing infrastructure
  • Performance Optimization: Tuning for specific workloads
  • Migration Assistance: Moving from other software management systems

Training Services

  • On-site Training: Customized training at your institution
  • Remote Workshops: Virtual training sessions for your team
  • Administrator Training: Advanced topics for system administrators
  • User Onboarding: Help new users get started effectively

Priority Support

  • Faster Response Times: 4-hour response for critical issues
  • Direct Access: Dedicated support contacts
  • Emergency Support: After-hours support for critical problems
  • Custom Solutions: Tailored configurations for specific needs

Contact us at help@biogrids.org to discuss professional support options.

Contributing to the Community

Help Other Users

  • Share your experiences on the mailing list
  • Contribute to community tutorials and documentation
  • Answer questions from new users

Provide Feedback

  • Suggest improvements to software packaging
  • Report usability issues with installers
  • Recommend new software for inclusion

Share Your Research

  • Present at BioGrids workshops
  • Share usage examples and best practices
  • Contribute to our newsletter

Response Time Expectations

Email Support (help@biogrids.org)

  • General questions: 1-2 business days
  • Installation help: Same day to 1 business day
  • Software issues: 1-3 business days depending on complexity

Bug Reports

  • Acknowledgment: Within 1 business day
  • Initial response: 2-3 business days
  • Resolution: Varies by issue complexity

Software Requests

  • Acknowledgment: Within 1 business day
  • Evaluation: 1-2 weeks for complexity assessment
  • Implementation: 2-8 weeks depending on licensing and technical requirements

Emergency Issues

For critical production problems affecting multiple users: - Contact: help@biogrids.org with "URGENT" in subject line - Response: Within 4 hours during business hours - Follow-up: Regular updates until resolution

Tips for Getting Better Support

When Requesting Help

  1. Be specific: Include exact error messages, software versions, and steps to reproduce
  2. Include context: Describe what you were trying to accomplish
  3. System information: Mention your operating system, BioGrids version, and hardware specs
  4. Screenshots: Include screenshots for GUI-related issues

Before Contacting Support

  1. Search documentation: Check if your question is already answered
  2. Try basic troubleshooting: Restart software, check file permissions, verify environment
  3. Check for updates: Make sure you're using the latest version
  4. Review error messages: Often contain helpful clues about the problem

Emergency Contacts

Critical System Issues

For issues affecting multiple users or production systems: - Email: help@biogrids.org (mark as URGENT) - Subject line: Start with "URGENT: [brief description]"

Security Issues

For security vulnerabilities or incidents: - Email: security@biogrids.org - Response: Within 2 hours for verified security issues

Still need help? Don't hesitate to contact us at help@biogrids.org. We're committed to helping you succeed with your research!