Support tickets can be submitted directly to the Web Archivists when you need assistance resolving an issue with your account or your crawls. This page provides guidance on the steps to take prior to ticket submission, insight into our prioritization process, and instructions on how to submit a support ticket. Please note that 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 create a support ticket
- Receiving support ticket updates
- Share support tickets across your team
When should you create a support ticket?
Here are some steps to take prior to submitting a support ticket:
- If the problem is related to your 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, but 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 via the Seeds tab of the crawl report.
- Have 48 hours or more passed since the crawl completed? It usually takes up to 24 hours for Wayback links to generate, but 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 listed above has resolved your question, please 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 create a support ticket
Via the Help Center
When working in the Archive-It web application, you can access our support ticket system by clicking on the Help Center link at the top of every page:
The Help Center link will direct you to the front page for all of our help documentation and resources, which always includes a quick link to this page and our support ticket system.
Whenever you cannot find the answer to your question in our User Guide or FAQs follow the link at the top right directly into our support ticket system where you can Submit a request:
The request form page will open and prompt you to include details pertinent to your support ticket, including the following information:
|
Field Name |
Data to Enter |
Required? |
|
Subject |
A sentence or phrase describing the issue. |
Yes |
|
Description |
A detailed description of the issue. The description should include the type of Web browser you are using and the operating system you are running. Any steps necessary to reproduce errors or problems with the web application or Wayback interface should also be listed. |
Yes |
|
Wayback URL |
If your issue pertains to a problem with the replay of an archived site or sites in Wayback, please provide us with a link so that we may review it. |
No |
|
Crawl Report URL |
If your issue relates to a completed crawl, please include the URL of that crawl's report. We cannot diagnose or respond to crawl-specific questions without the information contained in these reports, so including the crawl report URL is always a good idea! |
No |
|
Attachments |
Attach any file(s) relevant to the ticket. For instance, screenshots showing error messages or other behaviors can be very useful to us. Including a screenshot helps ensure your ticket gets processed quickly! |
No |
Complete your ticket by clicking the Submit button, and that's it – your ticket has been entered into our system! A receipt verification email will be sent to your email address.
Via the Help Widget
After clicking the Help button in the bottom right corner and searching a word or phrase, a "Contact Us" button will appear:
Click "Contact Us" to fill out the form and click "Send" to submit the ticket:
Receiving support ticket updates
Via Email
When the Archive-It support team replies (adds any comments) to any of your tickets, the reply will be sent to you directly via email. From that point on, you can simply 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 via email and will start processing the new information.
Via the Help Center
If you prefer, you may also update your ticket with additional information directly via the Archive-It support website, the same place where all new tickets begin.
To do so, check the initial email that was sent to you when you created your ticket. Within that email, click on the help ticket number link circled below:
If you are not already logged into your Archive-It account, you will be prompted to enter your Archive-It account login information. Once you've logged in, you will see the details of the specific ticket whose number you clicked on in your email. Enter a comment at the bottom of the page and click Submit to update it.
You can also access all your tickets by logging into the help center at http://support.archive-it.org, clicking on your user icon, and selecting My activities from the drop-down menu.
Once logged in, you may view your list of tickets and click on any one that you wish to edit. Once the ticket details display, go to the bottom of the page and enter a new comment. Click Submit and your comment will be posted:
Our team will immediately receive a notification that you have entered a new comment. You will also receive an email verifying that your comment has been submitted.
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, please ask us in the form of a brand new ticket!
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