Guidelines for Researcher Conduct with All of Us Researcher Workbench Support

Researchers must abide by the following guidelines when interacting with the All of Us Researcher Workbench support team via Help Desk tickets, Office Hours, or within the Community forum. These guidelines ensure effective communication, mutual respect, and efficient support response.

Your interactions with the All of Us Researcher Workbench support team must comply with these policies:

• Be concise and specific: When submitting a Help Desk ticket, clearly state your issue, including specific details such as error messages, steps taken, and any troubleshooting you have already done.
• Remain calm and respectful: Staying calm and composed will help facilitate smoother and more productive interactions. Treat support team members with respect and courtesy at all times by using professional and appropriate language.
• Allow time for resolution: Understand that some issues may take time to investigate and resolve, especially complex technical problems. The support team will get back to you as soon as possible, but immediate responses are not always feasible.
• Follow up responsibly: If you need to follow up on a ticket, ensure your message is polite and constructive. Avoid unnecessary repetition or pressure for immediate responses and avoid additional ticket creation as duplication can cause confusion and delays.
• Follow instructions: Carefully follow any instructions given by the support team. This will speed up the resolution process and minimize back-and-forth communication. If the support team requests screenshots or other relevant information, provide these promptly.

• Comply with policies: Adhere to all applicable policies and guidelines established by the All of Us Research Program, the All of Us Researcher Workbench, and the User Support Hub.This includes complying with the Data User Code of Conduct when providing supplemental information for your support request.
• Offer feedback respectfully: If you feel the quality of support could be improved, offer constructive feedback through appropriate channels. Avoid venting frustrations directly to the support team.

By interacting with the All of Us Researcher Workbench support team, you agree to abide by these guidelines. We reserve the right to change these guidelines at any point in our effort to maintain a professional, productive, and positive support experience.

Violations

Violations of the guidelines may lead to a review by the Researcher Workbench support team. Access to the  Researcher Workbench support resources may be restricted depending on the severity of the violation.