User Support

Emergency Support

Please contact BIC staff directly – details can be found on the contact sheets at each system and are listed here:

After-Hours: an immediate response cannot be guaranteed, and a variety of mechanisms to initiate contact (phone, text, Teams message) may be used. We will attempt to resolve urgent support issues over the phone, but on-site support can only be provided for a participant or system-related emergency.

Emergency access: In NHB, emergency access to the facility can be granted by senior BIC staff remotely. A security guard is on site 24 hours a day at HDB/HTB and can provide emergency access to communal areas. Emergency access to secure locations in HDB can be granted remotely by senior BIC staff.

Incidental Findings

Follow the procedure outlined here: Incidental Findings.

Urgent Issues

Please reach out to Center staff via the contact details below:

NHB contact list

HDB contact list

Non-urgent Issues / System Operation

1) User Guides and/or Operating Manuals for several of our scanners can be found on the BIC Wiki under Resources.

2) For non-urgent issues we recommend you request assistance by submitting an Imaging Equipment Support Request.

We aim to provide an initial response to each support request within 2 - 3 business days.

Scheduling

Session Overruns

To notify BIC of a resource session overrun, please follow the Overun Procedure.

Resource Cancellations

Please follow the Resource Cancellation Procedure.

FBS Issues

For issues with initial access to your FBS account, please submit an Imaging Equipment Support Request.

For all other problems related to FBS, the Priority Software Helpdesk should be contacted.

A basic User Guide for use of FBS can be found here: Scheduling BIC resources with FBS. Additional support can be found in the Priority Software Knowledge Base.

Invoicing / Billing

Queries regarding invoices or billing should be submitted via an Imaging Equipment Support Request.

Resource Fee Waivers

To request a waiver of resource fees, please complete the Resource Fee Waiver Request Form.

Current Investigators / Researchers – New Projects

Contact the appropriate member of BIC Staff to discuss the proposed project.

New Investigators

If you are a Principal Investigator interested in using the BIC’s resources for a research project, please contact the Director to arrange a consultation.