Requesting Support

Requesting Support#

If you need help with resources, access, data movement, troubleshooting, or compliance within the SDE, please submit a support request.

Keeping the SDE secure and compliant requires everyone to use approved procedures. Do not attempt workarounds or provide unauthorized access to resolve an issue.

When submitting a request, include:

  • Your SDE environment name and PI’s name and NetID

  • The project in which you are working

  • The resource involved, such as a VM or storage bucket

  • Who is experiencing the issue

  • Screenshots, warnings, or error messages when applicable

Send your request to researchdata@northwestern.edu. Include the suggested subject and information for the type of request below.

Important

You can copy the suggested subject line and information below into your email. You do not need to use a particular email application.

Managing SDE Resources#

Role: Data Engineer

Request changes to your SDE environment’s storage and compute resources.

Available support requests:

  • Additional compute resources, including new or upgraded VMs

  • Software or package requests

  • Storage allocation increases

Email: researchdata@northwestern.edu

Suggested subject: SDE Resource Support #gcsderequest

Include:

SDE environment name:
PI Name and NetID:

Google Cloud Project Name:
Resource Type (VM, Storage, BigQuery, etc.):
Description of need/change:

Managing Users and Access#

Role: Data Engineer or PI

Request changes to who can access your SDE environment or what they are allowed to do.

See Working with Storage Buckets for instructions on adjusting storage permissions for existing SDE users.

Available support requests:

  • Add a new user

  • Remove an existing user

  • Update or adjust user permissions, such as bucket access, project access, or role changes

Indicate whether the change applies to a role, such as Data Engineer or Researcher/Data Analyst, or to a specific user.

Email: researchdata@northwestern.edu

Suggested subject: SDE User Support #gcsderequest

Include:

SDE environment name:
PI Name and NetID:

Google Cloud Project Name:
User Change or Role Change:
User's Name and NetID:
Role (Data Engineer or Researcher/Data Analyst):
Request (grant access, change permissions, etc.):

Managing Data#

Role: Data Engineer or PI

Request assistance with importing data, exporting data, or recovering data within the SDE.

Available support requests:

Email: researchdata@northwestern.edu

Suggested subject: SDE Data Management Support #gcsderequest

Include:

SDE environment name:
PI Name and NetID:

Request:

Troubleshooting and SDE Access Issues#

Role: Researcher / Data Analyst and Data Engineer

Check with your project Data Engineer as a first troubleshooting step.

Examples include:

  • Issues accessing the SDE

  • VM access or login failures

  • Permission denied errors

  • Software or command failures on VMs

Email: researchdata@northwestern.edu

Suggested subject: SDE Troubleshooting or Access Issues #gcsderequest

Include:

SDE environment name:
PI Name and NetID:

Google Cloud Project:
Resource affected:
Description of the issue:
Error messages:
Steps you've tried:

Please attach screenshots of the issue if possible.

Report Security and Compliance Issues#

Role: Researcher / Data Analyst and Data Engineer

Report issues that may impact security, compliance, or safe use of the enclave.

Priority

When to use

Examples

Critical

Immediate risk to security or compliance

Active breach, lost or stolen device, confirmed data leak

High

Potential or likely risk requiring prompt attention

Suspicious activity, unexpected data exposure

Medium

Planned or non-urgent compliance or security needs

Upcoming travel requiring access, device changes

Low

Informational or minor updates

Policy questions, documentation updates

Report:

  • Security incidents or suspected policy violations

  • Unauthorized access or unexpected data exposure

  • Lost or compromised devices that have accessed the enclave

  • Upcoming international travel while needing enclave access

  • Anything that may affect compliance, data handling, or approved access

Email: researchdata@northwestern.edu

Suggested subject: SDE Incident Report #gcsderequest

Include:

SDE environment name:
PI Name and NetID:

What happened:
Users, systems, or devices involved:
Timeline of events:
Mitigation attempts:
Additional details:

Ask Other SDE Questions#

Role: Researcher / Data Analyst and Data Engineer

For general SDE questions or support that does not fit the categories above, email researchdata@northwestern.edu.

Suggested subject: Google Cloud SDE Help Request #gcsderequest

Include your SDE environment name, PI name and NetID, and a description of your question or request.