Where to go depends on what you need. If you are taking a course, that is almost always your instructor.
Students, start with your instructor¶
Most of what goes wrong for a student is something the course can settle: signing in with a personal account instead of an institutional one, working from a hub address that belongs to a different course, or not being on the roster yet.
Your instructor can also open your server and see your notebooks in the state you left them, which settles most problems faster than describing them over email. Admin Dashboard covers how that works.
Instructors, what to ask CloudBank for¶
These are the requests that need someone on our side:
A package added to your course environment. See requesting packages.
Admin access on your hub, if the admin dashboard does not load for you.
A dataset large enough to belong in the shared folder rather than in each student’s copy. See sharing data and course materials.
Jupyter AI or JupyTutor set up on your hub.
Access to the hosted Otter grader. See grading with Otter.
A hub for a campus that does not have one yet. See hub URL for the current list.
Anything that changes the hub image takes lead time, so ask before the term rather than the week you need it.
How to reach CloudBank¶
Email help@cloudbank.org to open a help desk ticket, and your issue is escalated as needed. This is the right place for anything specific to your hub or your course.
The community forum is for general questions about working in the cloud and for comparing notes on what has worked for other courses.
The ACCESS CloudBank affinity group carries announcements and outage notices. Join it before you need it, rather than while wondering whether a hub is down.
For the full list of CloudBank support options, including contacts for the cloud providers themselves, see cloudbank.org/help.
What to include¶
A request that arrives with these gets answered in one round instead of three:
Your hub address and your username.
What you did, and what happened instead of what you expected.
The exact package name and version, for a package request.
The student’s username, when you are reporting a problem on someone else’s behalf.