Tuesday, 3 June 2008

Asking for help

The EDINA Helpdesk endeavours to provide a quick reply to all enquiries. An initial response time of one working day is our goal, with an aim to resolve queries completely within 5 working days. However, every effort is made to answer user questions more expeditiously.

Digimap service users can significantly improve the speed with which their queries are resolved by providing detailed information about their problem. The more you tell us, the quicker we can help you find a solution.

What information to include
You should consider submitting as much information as possible, including the following:

  • your full name and your institution

  • which Digimap facilities you are using (e.g. Classic, Hydrospatial Download or Geology Maps)

  • which data you are using (e.g. Land-Form PROFILE or 1:625,000 BGS data)

  • which location (coverage) for the data in question (e.g. place names, tiles, co-ordinates)

  • which web browser you are using (e.g. Internet Explorer, Firefox, Opera)

  • the full text and URL of an error message, if appropriate and possible

  • perhaps a screenshot, especially for webpages displaying error messages

  • a detailed description of the problem, and the steps taken which led to it

Submission of these details with your query will make it easier for EDINA to identify and respond to the problem quickly and have you back on track.

Contact Us
The EDINA Helpdesk is staffed between 0900 and 1700 hours, Monday to Friday. You can contact the Helpdesk by email on edina@ed.ac.uk or by telephone on 0131 650 3302.

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