Skip to content

Reporting Software Bugs and Requesting new Titles/Updates

Requests for SBGrid software team

SBGrid provides specific channels for support requests through a ticket system:

• Report Software Bug: Submit issues with the functionality of the software. Please check our FAQ before submitting your issue, in many cases you might find the answer there without waiting for our response!

  • Request New Software: New software packages are added on a monthly basis. Please, check available software and versions before requesting new software. However, if a software of your interest is not present in our collection you can request it and we will add it as soon as possible. You can also request specific versions for existing software.

  • Other Support: For any other requests or comments.

Find more details about support and additional information.

Helpful information to include when reporting an issue

Make sure you add the following information to your issue request to make the supporting process easier and more efficient:

  • Your lab/PI details
  • Output of the sbinfo command, which will include your installation details
  • All the information you consider helpful regarding your issue
  • Priority of your request: is this issue a stopper in your research? Is something you detect is not working, but is not stopping your work? Is something that would be nice to improve but works? This helps us to prioritize your request to ensure the best possible support for all SBGrid members.

Sending SBGrid Files?

Most troubleshooting can be resolved over email. Occasionally, we may request diagnostic files to help resolve your issue. If needed, we'll provide secure upload instructions and a private share link. Files are kept private, used only by our software team to diagnose your issue, and deleted after resolution.

How Soon Will SBGrid Respond? What to expect after sending a request?

Our software curators work on three different time zones, thus, we can ensure a prompt response for all of our users worldwide. You might expect a first response from us on the same business day.

Bug reports are our priority, especially if it is a stopper for you. You can expect a solution within two business days. However, some bugs may be more complex and/or may involve us to contact the developer of the software. These cases will take longer but we will provide you with a time estimate and we will keep you updated during the process. Normally the issues can be resolved just with email/ticket interaction. However, for more complex cases, we can schedule an online meeting with you if needed.

We usually include new software or version requests in a business week. However, note that new inclusions will take different amounts of time depending on the complexity of the software. In most complex cases, we will provide you with an estimate within a week.