Contact Support
Updated
Overview
Since we released RSpace as an open-source project in June 2024, we no longer offer free support to users of RSpace Community. We are in the process of building an active RSpace open-source community that will be available to assist you and allow you to contribute to the future development of the platform. Please visit the GitHub project for further details.
There are multiple ways of contacting RSpace support:
Contact Form
Users of an RSpace instance with an active service contract can best contact us via the Contact us button on the bottom-right of this documentation site, or via our support form. We will get back to you using the email address you provide.
Chat (Inside of RSpace)
Some customers have access to our support through chat directly inside RSpace. When you're logged into RSpace, click on the ? icon on the right-side of the navigation bar, and select the Chat with us option in the support panel.
Hours of Operation & Contact Information
Support is offered from both our Edinburgh and US offices:
Edinburgh | USA | |
Hours of operation | Monday through Friday from 9:00 to 17:00 GMT/BST | Monday through Friday from 14:00 to 23:00 GMT/BST (9:00 to 18:00 EST) |
Address | Research Innovations Limited, 16 Charlotte Square, Edinburgh, EH2 4DF, UK | ResearchSpace c/o Lab-Ally, 247 East 9th Avenue, Columbus, Ohio, 43201, USA +1 (614) 407-4547 |
Service emails or chat messages are generally replied to the same day during normal office hours. Although email and Intercom messages are also monitored continuously, Research Space can only make best effort, good faith efforts to answer routine service calls submitted outside of the above hours.
Emergency email messages are also accepted 9:00 to 1800:00 GMT/BST and 9:00 to 21:00 EST seven days a week. Always include the word "Emergency" in the email subject line.
Please see our Services Overview Guide for details of how we support our RSpace customers.