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Contact Support

This article only 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:

  • New Year's Day: Jan. 1, 2021
  • Martin Luther King Jr. Day: Jan. 18, 2021
  • George Washington Day: Feb. 15, 2021
  • Memorial Day: May 31, 2021
  • Juneteenth (observed): June 18, 2021
  • Independence Day (observed): July 5, 2021
  • Labor Day: Sept. 6, 2021
  • Columbus Day: Oct. 11, 2021
  • Election Day: Nov. 2, 2021
  • Veteran's Day: Nov. 11, 2021
  • Thanksgiving: Nov. 24, 2021 - Nov. 26, 2021
  • Winter Closing: Dec. 23, 2021 - Dec. 31, 2021

How to Submit a Ticket in Console

  1. Please make sure you have an account with the Virginia Cyber Range. If you do not yet have an account, please see our article on Getting an Instructor Account and Creating Your First Course

  2. If you already have an account, please make sure you can successfully login to the Exercise Area of the Virginia Cyber Range. Please see our article about How to Login to the Exercise Area for more information.

  3. Once logged into your account, please click on the question mark symbol in the top-right corner of the page. You can refer to the image below.

    The Question Mark Button is located in the upper right part of the screen, in the middle of the search button, and the account button.

  4. After clicking on the question mark, you should see a dropdown menu. Please select Support as shown below.

    The Support option is found in the dropdown menu right under the question mark button, as the second option.

  5. Finally, fill out the form that is shown with as many details as you can about the issue you are having. Click Confirm to send off the ticket to our team. The submission process is demonstrated below.

    Form completion and submission

How to Submit a Ticket via Email

If you don't yet have an account, or you are having trouble logging in, you can still get in contact with us via email. You can send an email to support@virginiacyberrange.net to open a support incident with our help desk!

Cyber Range User Experience Survey

The Support team strives to provide excellent service to our instructors. After a ticket is resolved, you will receive an email with a link to our survey that looks like this:

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".

The link will take you to the Cyber Range User Experience Survey landing page:

The landing page will also include the related incident, along with a large "Get Started" button.

From here, you can click on Get Started and you will be presented with a short survey regarding your experience with our Support team. Any feedback provided through this survey will help us improve how we provide support to all instructors. We thank you for your participation!