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Contact Support

Important

This article applies to Instructors. Students, please reach out to your instructor to submit a troubleshooting ticket on your behalf.

Business Hours and Holiday Schedule

Our Support team operates Monday - Friday between 8AM and 5PM Eastern US time. Please expect delays in response outside of these hours and on the following holidays and closings:

Holidays and Closings
Winter Closing (2023) Dec. 22, 2023 - Dec. 29, 2023
New Year's Day Jan. 1, 2024
Martin Luther King Jr. Day Jan. 15, 2024
George Washington Day Feb. 19, 2024
Memorial Day May 27, 2024
Juneteenth June 19, 2024
Independence Day July 4, 2024
Labor Day Sept. 2, 2024
Columbus Day Oct. 14, 2024
Election Day Nov. 5, 2024
Veteran's Day Nov. 11, 2024
Thanksgiving Nov. 27, 2024 - Nov. 29, 2024
Winter Closing (2024) Dec. 24, 2024 - Dec. 31, 2024

Note

Holidays occurring on a Saturday are observed on the preceding Friday; holidays occurring on a Sunday are observed on the following Monday.

How to Submit a Ticket in Console

  1. Once logged into your Virginia Cyber Range account, please click your account icon in the top-right corner of the page.

    The account button is located in the upper right corner of the screen to the right of the search button.

  2. After clicking on the account button, a drop-down menu will display. Select Customer Support.

    The Support option is found in the dropdown menu under the account button as the third option.

  3. Please fill out the form that appears with as many details as you can about the issue you are experiencing. Click CONFIRM to submit a ticket to our support team. The following fields are displayed in descending order: Topic, Subject, Message. Left to right, the cancel and confirm buttons are available.

How to Submit a Ticket via Email

You can also get in touch with us via email. Please send an email to support@virginiacyberrange.net to open a ticket with our support team!

How To Submit a Ticket Without an Account

If you do not have an account with the Virginia Cyber Range yet, please visit the article titled Getting an Instructor Account to get started.

If you do have an account and you're unsure of how to log in, please visit our How to Login to the Cyber Range article for more information.

If you're having trouble logging in, you can still submit a ticket by emailing us at support@virginiacyberrange.net!

Cyber Range User Experience Survey

The Support team strives to provide excellent customer support to our instructors. After a ticket has been resolved, you will receive an email with a link to a survey.

The email will include the incident number that the survey is related to as well as a link to the survey with the text "Take Survey".

Clicking on the link will direct you to the Cyber Range User Experience Survey page. Once there, please click on Get Started. You will then be presented with a short survey regarding your experience with our support team.

The landing page will also include the related incident along with a "Get Started" button around the middle of the page.

Any feedback provided through this survey is sincerely appreciated and we thank you for your participation!