Support

Getting Help

General Support

Contact us at info-juniq [at] fz-juelich.de for:

• General questions about JUNIQ Cloud
• Account setup assistance
• Platform navigation help
• Technical documentation questions
• Qaptiva-specific issues like certificate problems, myQLM configuration, QPU access

HPC Systems Support

For traditional HPC system issues:

• JSC Helpdesk: Refer to standard JSC support channels

System Status and Notifications

If you encounter any issues, we recommend checking the operational status of our services before contacting support:

• Qaptiva Status: https://status.jsc.fz-juelich.de/services/14

Qaptiva Middleware

Qaptiva acts as the middleware for all available QPUs (except JUPSI). Therefore, if the Qaptiva service is down, all QPUs accessed via Qaptiva will also be unavailable.

There is no mailing list for announcements. Instead, you can subscribe to email notifications for specific services:

1. Visit the JSC Status Page
2. Use the Mail subscription option at the top of the page
3. Select the systems you want to receive updates for

External Documentation and Resources

• D-Wave Ocean Documentation
• myQLM Documentation
• Qaptiva Internal Docs
• JSC Systems Documentation

Reporting Issues

Effective Support Requests

The more information you provide, the faster we can help you. Clear, detailed support requests lead to quicker resolutions.

Information to Include

When contacting support, please provide:

1. Problem description: Clear description of the issue
2. Steps to reproduce: What you were doing when the problem occurred
3. Error messages: Copy exact error messages (screenshots are helpful)
4. System information: Browser, operating system, JupyterLab version
5. Project details: Which project you're working with
6. Timeline: When the issue started occurring

Feedback and Suggestions

We value your feedback to improve JUNIQ Cloud, this may include for eg:

• Feature requests
• Documentation improvements
• User experience