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Hours of attended service and major system problems

The staff supporting the National Facility are in attendance 9am to 5pm AEST on ANU business days (ie. excluding ACT public holidays and the week between Christmas and New Year).

For help on day-to-day problems such as reactivating projects, making enquiries about queues etc. send email to .

Reporting of System Faults

Contact the National Facility staff, preferably by e-mail to or if there is a problem with email, phone (02) 6125 3437 providing as much detail about the problem as you can.

Faults Out-of-Hours and on University holidays

At present it is impossible to guarantee recovery of services out of hours. However, if you find that there is something seriously wrong with the systems during unattended operation, it may be possible for the fault to be attended to out of hours.

Please consider very carefully before initiating an out-of-hours call - the continuation of this service is dependent on it being used with discretion and on the goodwill of staff!

First, check every possibility that the fault may be yours or in your local system. Take a careful note of all symptoms, then:

1. Send email to with the details. Ask for a rapid confirmation the mail has been read - there may be an appropriate staff member logged on.

2. If you receive no reply, then call ANU Security (02 6125 2249) and state that you have found a problem with the APAC/ANUSF computer systems in the Huxley Building and ask them to contact the appropriate ANUSF staff if possible. Leave your contact number/email and, if they are available, ANUSF/National Facility staff will later attempt to contact you for a full description of the problem. A decision will then be made regarding calling out systems staff. The decision will be based on the probability of being able to repair the problem, the availability of staff and the time remaining until the next attended operations.

Minor problems discovered out of hours, or problems with other ANU systems, should not be reported to ANU Security.