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How to Contact Support

If you encounter any issues while using Lince, have a doubt about how something works, or want to suggest an improvement, please contact the support team by email. The team handles requests written in either English or Portuguese.

How to request support

To request support, send an email to:

⚠️ TODO: replace with the real Lince support address — INSERT-SUPPORT-EMAIL@example.org

What to include in your email

  • Clear subject line: use a clear and concise subject line that describes the issue, doubt, or suggestion.
  • Account email: the email address associated with your Lince account.
  • Agency: the name of the agency the issue relates to.
  • Description: a detailed description of the problem, doubt, or suggestion — include any error messages, screenshots, or steps to reproduce the issue if relevant.

Important guidelines

  • Avoid multiple tickets: don't open more than one support request for the same issue. Keep the conversation in the same email thread until it's resolved.
  • Provide all necessary information up front: the more detail your first email includes, the faster the team can help you.

Example support request

Subject

Unable to distribute resources to a sub-agency

Body

Dear Support Team,

I am having trouble distributing compute hours to one of my
sub-agencies in Lince. Below are the details:

Account email: jane.doe@example.org
Agency: University / Bioinformatics Department

Description of the problem:
When I try to set the x86 allocation for the "Bioinformatics
Group" sub-agency, the page shows an error saying the value
must be above the original value, even though I am trying to
increase it from 100 to 150 hours.

Thank you in advance for your help.

Best regards,
Jane Doe

Support for the underlying infrastructures

Lince manages your agencies, projects, and resource allocations. Once a project is approved, it is created on the infrastructure(s) where its resources were requested, and you use it there directly. If your issue is about actually using one of those infrastructures (for example, connecting to it or running jobs) rather than about Lince itself, check that infrastructure's own support channel instead — it may have its own contact address and request format.