Contact & Support¶
Need help? We're here for you.
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Email
Main contact for technical support.
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Business Hours
Mon–Fri: 8:00 AM – 2:30 PM (CET)
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Response Time
Within 24 hours on business days.
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Portals
Direct links to services.
Contact Information¶
Main Helpdesk¶
For all questions and issues regarding cloud services:
| Information | Value |
|---|---|
| vcloud@helpdesk.tuke.sk | |
| Response | Within 24 hours (business days) |
| Language | Slovak, Czech, English |
Service Links¶
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Cloud Portal
Virtual server management.
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Webhosting
Website management.
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Datahosting
Nextcloud cloud storage.
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ML TUKE
Machine learning platform.
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Docker Repository
Harbor registry for Docker images.
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vSphere Client
Direct VMware infrastructure management.
How to Report an Issue¶
Prepare Information¶
Before contacting support, prepare:
| Information | Example |
|---|---|
| Service | Cloud Portal, Webhosting, ML TUKE... |
| TUKE ID | ab123cd |
| VM/Project name | my-server, my-web.tuke.sk |
| Time of occurrence | Jan 15, 2025, 2:30 PM |
| Problem description | VM doesn't start after restart |
| Error message | Screenshot or exact text |
Write an Email¶
Subject: [Cloud Portal] VM won't start - ab123cd
Hello,
I have an issue with virtual server "my-server".
After restart on Jan 15, 2025 at 2:30 PM, the server won't start.
Error message: "Error: Unable to connect to VM"
TUKE ID: ab123cd
VM Name: my-server
Thank you for your help.
Best regards,
Name Surname
Wait for Response¶
- Regular requests: within 24 hours
- Critical issues: same day (during business hours)
Request Types¶
New Requests¶
| Request | Where | Processing Time |
|---|---|---|
| New virtual server | Cloud Portal | 1–3 business days |
| New webhosting | vcloud@helpdesk.tuke.sk | 1–2 business days |
| More CPU/RAM for VM | vcloud@helpdesk.tuke.sk | 1–3 business days |
| More storage for ML TUKE | vcloud@helpdesk.tuke.sk | 1–3 business days |
| SSL certificate | Cloud Portal | 1–5 business days |
Technical Issues¶
| Issue | Priority | Response |
|---|---|---|
| Service not working | High | Within 4 hours |
| VM won't start | Medium | Within 24 hours |
| Slow performance | Low | Within 48 hours |
| Documentation questions | Low | Within 48 hours |
Support FAQ¶
Who can contact support?
Every student and employee of TUKE with a valid TUKE ID.
Is support available on weekends and holidays?
Support is available Mon–Fri 8:00 AM–2:30 PM (CET). Response is not guaranteed on weekends and holidays.
Can I call?
Primary contact is via email. Phone support is not available.
How long until I get a response?
- Regular requests: within 24 hours
- Critical issues: same day (during business hours)
What languages can I use?
We support Slovak, Czech, and English.
What if I need urgent resolution?
Include [URGENT] in the email subject and explain the reason for urgency.
Self-Service Resources¶
Before contacting support, try:
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Documentation
Guides and manuals for all services.
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FAQ
Answers to frequently asked questions.
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Cloud Portal FAQ
Questions about virtual servers.
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Webhosting FAQ
Questions about webhosting.
Cloud TUKE Team¶
Cloud TUKE services are operated by the Institute of Computer Technology at TUKE.
About Us
We provide cloud infrastructure for students, educators, and researchers at the Technical University of Košice. Our goal is to support education, research, and innovation through modern IT services.
Feedback¶
Have an idea to improve our services or documentation?
Your feedback helps us improve services for the entire TUKE community.