RiskScape Platform Support

The RiskScape Platform is owned by New Zealand Institute for Earth Science Limited (Earth Sciences New Zealand).

Earth Sciences New Zealand have contracted Catalyst.Net Limited to develop, host and provide support for the RiskScape Platform.

Note

If you are looking for help on using the open-source RiskScape Engine on the Command Line Interface (CLI), refer to this documentation.

Getting support

All Organizations that have a RiskScape platform subscription are given the means to contact Catalyst support engineers. The level of support provided is as per that organization’s access agreement.

Support is primarily provided via a private chat channel with the Organization Admin and the Catalyst support engineers.

Support availability

Catalyst support engineers are available 9am to 5pm NZ time on business days only.

Support requests raised outside of this time are answered the next business day.

Access to platform data to provide support

Catalyst support engineers are able to access all data stored in the platform in order to debug issues and provide end user support.

By default, Earth Sciences New Zealand platform users do not have access to the files, models and result sets of any other organizations besides their own. However, an Earth Sciences New Zealand platform user can gain access to a project if they are explicitly added as a project member, or if they are an Organization Admin for your organization.

In order to provide support to platform users when an issue is raised, Catalyst support engineers enable platform administration privileges. All activities performed by a support engineer as an administrator are logged.

Catalyst support engineers must adhere to the following procedures:

  1. Record a reason for accessing an organization platform account or organization data,

  2. Only access organization data in response to a support request from the Organization Admin user (or their delegate),

  3. Only download files from an organization’s project for the purpose of diagnosing a reported issue. Files are only held as long as required to perform diagnosis,

  4. Details of issues are only shared with other Support Engineers for the purpose of solving the problem. Catalyst support engineers will not share organization data with Earth Sciences New Zealand without the express permission of the the Organization Admin.