Support Desk

Operational support for BioNexus.

This page is for issues that need follow-up rather than general orientation. It focuses on how requests are triaged, what information is useful at intake, and which kinds of platform issues usually need direct support.

Access and accounts

Use for sign-in issues, MFA problems, API key questions, or missing access to projects and datasets.

Uploads and queues

Use for specimen intake questions, failed uploads, or queue items that do not move as expected.

Analysis jobs

Use for failed, delayed, or incomplete analyses and for problems retrieving returned outputs.

Before Contacting
  • Identify the project, dataset, route, job, upload, or API key involved.
  • Note the approximate time and the observed behavior.
  • Check whether the issue is already answered in documentation or the FAQ.
General support contact

support@biolytica.ca

Support Lanes

Requests are usually easiest to route when they start in the right lane.

The categories below reflect the main kinds of operational issues visible in Workbench. They are not formal ticket types, but they help narrow the request quickly and reduce back-and-forth at intake.

Lane 1

Accounts and permissions

Best for questions about authentication (including MFA or API key issues), missing recordsets, role mismatches, or unexpected read/edit behavior.

  • User identity or username
  • Project or dataset code
  • Expected level of access
Lane 2

Batch specimen intake

Best for problems with generated templates, field definitions, upload validation, or intake queue behavior.

  • Template type in use
  • Validation message or failed step
  • Upload timestamp if known
Lane 3

Analysis submission and results

Best for jobs that fail, remain queued unexpectedly, or return incomplete reports, figures, or archives.

  • Method name
  • Recordset used
  • Job identifier or queue state
Lane 4

Platform behavior

Best for route-level errors, missing page actions, inconsistent UI behavior, or results that do not match expectations.

  • URL or route involved
  • Browser used
  • Whether the issue is reproducible
Request Preparation

A small amount of context usually shortens the support cycle.

Support requests are much easier to triage when they describe the concrete object involved rather than the issue in general terms. The platform is organized around recordsets, queue items, and job identifiers, so those references are usually the most helpful.

Include these details where possible

  • The username or institutional identity used for sign-in.
  • The project code, dataset code, or route involved.
  • The job identifier or upload identifier, if one exists.
  • The approximate time the issue occurred.
  • What was expected and what actually happened.
  • Whether the same issue can be reproduced consistently.

Useful issue framing

Access
  • "User can sign in but cannot reach dataset `XYZ123`, although they should have read access."
Upload
  • "Forensic extension template uploads, but validation fails on a specific field group."
Analysis
  • "Distance summary job submitted from recordset `ABC001` remained queued after a previous job completed."
Support Flow

Most cases move through the same four stages.

Whether the issue concerns access, uploads, or analytical jobs, the support path is usually the same: identify the object, gather the relevant identifiers, route it to the right lane, and then confirm the outcome after review.

1

Identify

Pin the issue to a user, recordset, route, job, or upload item before escalating it.

2

Capture

Collect timestamps, error text, and the expected behavior so the request can be reconstructed.

3

Route

Place the request in the most relevant lane: permissions, intake, analysis, or platform behavior.

4

Confirm

Check the affected route, queue item, or recordset again once the issue has been reviewed.

Contacts And References

Use direct support for operational issues, and the reference pages for orientation.

The documentation and FAQ should help narrow the question first. Once the issue is clearly operational, include the relevant identifiers and route it through the support contact or the local institutional process where one exists.

General support contact

support@biolytica.ca

  • Best for requests that need human follow-up rather than general orientation.
  • Include recordset codes, queue or job identifiers, and approximate timing.

Reference pages