Context
EDITO User Support is the single point of contact between EDITO users and the technical teams.
Whether you have a question about using the platform, need help with a technical issue, want guidance on a documented procedure, or would like to share feedback, User Support is the right place to start.
This article explains how to contact User Support, when the service is available, what kind of assistance it provides, and how requests are handled and escalated.
How to contact the User Support
You can contact EDITO User Support through either of these channels:
Help Center chat, where Eddie, the EDITO AI support agent, is the first point of contact (available through the blue bubble at the bottom right of everypage).
Email, at support@edito.eu, where your request can be handled by a human support agent.
💡 EDITO Pro Tip: we recommend using the chat whenever possible, and using email when you need to include colleagues, partners, or other stakeholders in the conversation.
Both channels are connected to the same support service and ticketing process. There is therefore no need to duplicate a request by sending an email while you already have an ongoing chat conversation, or by starting a chat after sending an email.
Keeping the conversation in one place helps the support team retain the full context of your request and handle it more efficiently.
Need to speak to a human?
If you are speaking with Eddie and believe that your request requires human assistance, simply ask for human support in the same conversation. You do not need to start a new request or send an additional email.
💡 EDITO Pro Tip: a human agent can handle urgent situations and specific actions, such as allocating computing resources, creating project spaces with members, and granting tool access. If your request requires human intervention, please explicitly ask to speak with a human agent.
When is the User Support available?
For non-VIP users, human User Support is available:
Monday to Friday, excluding Bank Holidays
08:00–11:30 UTC
12:30–16:00 UTC
Outside these hours, you can still use the Help Center, Eddie and the available self-service resources to search for information and answers.
📌 Note: if human assistance is required, your request can be picked up by the support team during support hours.
Share your feedback on EDITO
User Support is also the right channel for sharing feedback about the platform.
You can contact the team through email or the chat. If you would like to discuss your feedback directly with a person, ask to speak with a human support agent.
Your feedback can then be qualified and shared with the relevant EDITO teams.
How is my request handled?
EDITO uses a multi-level support model designed to help users throughout their experience with the platform, from initial discovery to more advanced technical activities.
In practice, you always start with User Support. The support team determines what is needed next.
Level 1 - First point of contact
Level 1 combines:
Eddie, the AI support agent;
Human support agents;
The support ticketing system;
The EDITO Help Center and knowledge base.
Its role is to resolve common requests as efficiently as possible.
Level 1 can answer questions, guide you through documented procedures, help with troubleshooting, direct you to the appropriate resources and collect the information needed to understand your issue.
If the request requires more specialised expertise, it is escalated internally to Level 2.
Level 2 - Specialised support
Level 2 provides specialised assistance when a request requires deeper knowledge of EDITO or one of its technical components.
Depending on the activity, this may include specialised support related to data navigation, platform processes, service integration, publishing, processing, HPC usage or contribution activities.
You do not need to determine whether your request belongs to Level 1 or Level 2. User Support handles the escalation for you and remains your point of contact throughout the process.
To learn more about the types of requests and technologies covered by the team, see What does EDITO User Support cover?
Self-service support
User Support is complemented by a growing set of self-service resources, including:
Help Center articles;
Technical documentation;
Practical guides;
Tutorials;
Training material.
These resources are designed to help you solve straightforward problems independently and find answers quickly.
They also provide a shared and maintained knowledge base used by Eddie and the User Support team, helping ensure that support answers are based on the same documented information.
What's next?
Whenever you need help with EDITO, start with User Support.
Not sure whether your question falls within the scope of User Support? See What does EDITO User Support cover?
If you have any questions, problems, or suggestions, please feel free to contact us via chat using the widget available at the bottom right of the page.