You may request support from or complain about SURFsara's Grid Services by contacting us by email.
Support is available Monday to Friday from 9:00 until 17:00, excluding the following Dutch national holidays: New Year's Day, Good Friday, Easter Monday, King's Day (April 27), Liberation Day (May 5), Ascension Day, Whit Monday, Christmas, Second Day of Christmas, New Year's Eve.
In 2014 until the start of 2015, SURFsara will also be closed, but nevertheless provide limited support on: the Friday after Ascension Day (May 30); and during the SURFsara Christmas Closure on December 29, 30, and on January 2, 2015.
You can help us a lot in handling your support request or complaint by providing as much information as possible. Please accompany your request or complaint with at least your name, login name, email address and/or telephone number and the computer platform concerned.
Questions and complaints arriving by email will be acknowledged to the sender within two working hours. As a rule you will receive a solution or an answer within 16 working hours after the receipt of acknowledgment. In case this is not feasible you will be informed about this within the time interval mentioned, together with an estimate of the time needed to answer your question or deal with your complaint.
Guarantees for the time interval to receive a response are only given for questions and complaints received at the email address. Questions and complaints received otherwise, e.g. email addressed to a person, will be answered, but we do not guarantee a time interval for the response.
Please do not hesitate to contact us. We will try to handle any question, request or complaint to the best of our abilities.