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Service Level Expectations

Description of services

The DeltaBreed Help Desk supports USDA-ARS breeders and collaborating scientists using the DeltaBreed data management system. We provide support for:

  • Fixing account and access problems
  • Reporting bugs
  • Answering questions
  • Reporting interoperability issues with related BrAPI applications
  • Requesting new features or enhancements

Help Desk Responsibilities

The Help Desk is responsible for:

  • Monitoring and triaging user requests and inquiries
  • Investigating reported bugs and interoperability issues
  • Responding to users with updates
  • Collecting data on user needs
  • Prioritizing and communicating code changes

Our goal is to review and respond to user requests within 5 business days.  Breeding Insight operates from the University of Florida (UF) in Gainesville, Florida.  Business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time, and the UF holiday calendar schedule is observed.  Resolution of issues are constrained by Breeding Insight capacity, issue severity and its complexity, and USDA-ARS priorities.

How to contact the DeltaBreed Help Desk

To submit a request, visit the Help Desk and:

  1. Select the appropriate issue type,
  2. Describe your issue, question, or request as completely as possible,
  3. Attach relevant information, including screenshots, error messages, and example files when applicable.

Investigation of your issue may require follow-up questions.  Please monitor your email for messages from the Help Desk and respond promptly.

Process and Guidelines

  • The DeltaBreed Help Desk staff review all incoming issues and assign a status and priority.
  • Users can review the status of their issues at the Help Desk.
  • Confirmed DeltaBreed bugs enter the development backlog and are addressed based on severity.
  • Feature requests are documented and used to inform priorities for future development.
  • If user response is requested and not received within 30 days, the issue will automatically close.
  • Commenting on a closed issue will re-open it and re-engage the Help Desk team.

Please note that we may not be able to fix the problem immediately, as there may be other dependencies.