Support

	Note
	Do not hesitate to ask for support! Grid'5000 has a strong user community and a tech team to help you. Moreover, sharing problems will often leads to platform quality improvement.

Before asking for support

Before asking for support, you're advised to verify your issue is not documented somewhere on the Grid'5000 website. In particular, you should check:

• the Grid'5000 tutorials and documentation, for general usage
• the FAQ
• the events status page, for ongoing maintenances or incidents

Additionally, you might want to check the Bugzilla database, especially for software bugs or broken service, and previous emails sent in users mailing list (archives).

Must do, when reporting

	Warning
	The quality of the answers depends on the quality of the question !

When reporting a problem, please try to describe it as precisely as possible. For instance, by giving the following information:

• Use a meaningful subject in your mail/bug report.
• Give a summary of your problem, do not just paste commands and commands output (but paste them though!).
• Include the names of the sites involved.
• Include the names of the nodes involved.
• Include date and time (somebody could use that to search the logs).
• Include OAR job id if relevant.
• Include the exact commands you typed.
• Include the exact output of the commands you typed.
• Explain exactly what "does not work". Explain what you expect to happen.
• Give some possible causes (what have you changed recently?) if you have any guess.
• In general, give as much information as possible. If we have to complete those information, it will be a loss of time.

You may also have a look at the web page "How to Report Bugs Effectively" that is also a good help about writing useful bug reports.

Asking

Getting help by asking the users community (e.g. to share a common issue and get answers from other users)

To get help related to Grid'5000 usage (platform usage, experimentation setup, ...), you can ask the community by sending an e-mail to the Grid'5000 users mailing list. You will probably get answers from other Grid'5000 users or from the Grid'5000 staff.

This is the preferred target in order to get help on experimentation questions, unless you really think your problem neither is of scientific interest (such as a technical problem with regard to your account) nor impact others (otherwise, reporting the issue to the community would help everybody).

Inria's Mattermost channel at https://mattermost.inria.fr/grid5000/channels/town-square also provides a communication channel open to the Grid'5000 community. Users are welcomed to use it to chat about usage of the testbed. However it is not an official support channel, and the the Grid'5000 staff may contribute only in best effort. Access to Inria's Mattermost instance is not provided by Grid'5000.

Contacting the Grid'5000 staff / tech team (e.g. to report a problem)

For problems that are neither of scientific/technical interest nor of any other possible interest for other users, your may contact the Grid'5000 staff directly by sending an e-mail to support-staff@lists.grid5000.fr.

Again, for issues of common interest, sharing information with the community by sending an e-mail to the Grid'5000 users mailing list is to be preferred.

Bug report

The Grid'5000 Bugzilla is rather an internal tool for the Grid'5000 staff / tech team than a ticketing system for users.

You may however find information in bugs for some opened issues, and contribute by adding messages.

Please do not open bugs unless you really know how to interact with the Grid'5000 staff procedures.