When you need assistance resolving an issue with your account or your crawls, you can submit a ticket directly to the Archive-It support team. This page provides guidance on the steps to take prior to submitting a ticket, our prioritization process, and how to submit a support ticket.
Note: This service is not supported for Archive-It Basic or Archive-It Sponsored level subscriptions unless you are reporting a system issue.
On this page:
- When to create a support ticket
- Prioritization of support tickets
- How to submit a support ticket
- Receiving support ticket updates
- Share support tickets across your team
When to create a support ticket
Following are steps to take prior to submitting a support ticket:
- If your issue relates to Wayback links not working:
- Have 48 hours or more passed since the crawl completed? It usually takes up to 24 hours for Wayback links to generate, and sometimes the data just misses a cut-off, so please don't submit a ticket until 48 hours have passed.
- Are you trying to access Wayback links for a test crawl? Wayback links for test crawls can only be accessed in your test crawl's Seeds report.
- Have 48 hours or more passed since the crawl completed? It usually takes up to 24 hours for Wayback links to generate, and sometimes the data just misses a cut-off, so please don't submit a ticket until 48 hours have passed.
- Did you follow the relevant site-specific scoping rules for the seeds in question?
- Have you completed our recommended Quality Assurance steps?
- Did you try searching the Help Center for an answer to your question?
If none of the measures above resolved your question, then submit a support ticket.
Prioritization of support tickets
We respond to tickets within four business days; however, more complex capture and replay issues may take some time for our engineers to resolve.
Due to the number of requests we receive, when escalating support tickets to our engineers we prioritize the capture of common platforms (social media sites, widely-used CMS platforms) and partner organizations’ mission-critical sites over replay issues, particularly for supplementary content.
How to submit a support ticket
1. When logged in to your partner account at partner.archive-it.org, select the Help Center link located at the top of every page.
2. If you can't find the answer to your question in our Help Center, select Submit a request.
3. Complete the request form with the following information:
|
Field Name |
Data to Enter |
Required? |
|
Subject |
A sentence or phrase describing the issue. |
Yes |
|
Name of Institution |
The institution associated with your Archive-It account. |
Yes |
|
Collection Name |
The name of your collection if applicable. |
No |
|
Wayback URL |
If your issue pertains to a problem with the replay of your site in Wayback, provide a link. |
No |
|
Crawl Report URL |
If your issue relates to a completed crawl, include the URL of that crawl's report. We cannot diagnose or respond to crawl-specific questions without the information contained in these reports. |
No |
|
Description |
A detailed description of the issue with the steps necessary to reproduce errors or problems. Include your Web browser type and operating system. |
Yes |
|
Attachments |
Attach any file(s) relevant to the ticket. Screenshots showing error messages or other behaviors can help expedite the processing of your ticket. |
No |
4. Click Submit. You'll receive an email verification sent to the address associated with your Archive-It account.
Receiving support ticket updates
You can respond to your support ticket via email and via the Help Center. You can also access all of your support tickets in the Help Center.
Via email
You'll receive an email when the Archive-It support team replies (adds any comments) to your ticket. From that point on, you can reply to this email and your ticket will be updated with a new comment. As soon as you do, we will receive a notification that you have responded and we will start processing the new information.
Via the Help Center
To respond to your ticket via the Help Center, go to the initial verification email you received when you submitted your ticket. In the email, click the help ticket number link.
If you're not already logged into your Archive-It account, you'll be prompted to enter your username and password. Once logged in, the ticket details will be displayed. Enter a comment at the bottom of the page and click Submit. Our team will be notified of your new comment. You'll also receive an email verifying that your comment has been submitted.
You can access all your tickets by logging into the Help Center at http://support.archive-it.org, clicking your user icon, and selecting My activities from the drop-down menu.
You'll see a list of your tickets. Select a ticket link to view its details and submit an additional comment to open tickets or a follow-up request for closed tickets.
Share support tickets across your team
Our support system's website features additional functionality for teams working together with the web application at a single institution. If you would like us to enable the ability for all of the users associated with your account to view each others support tickets, submit a new request.
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