TetraConnect Hub FAQ

What is TetraConnect Hub?

TetraConnect Hub is an integrated platform combining a detailed knowledge base with vibrant community forums, designed to share and enhance best practices for using TetraScience's Scientific Data and AI Cloud. It serves as a collaborative environment where customers and Tetra Sciborgs alike can contribute insights, ask questions, and engage in meaningful discussions. Please read Building a Scientific Data and AI Community with TetraConnect Hub to learn more.

Who can participate in TetraConnect Hub?

TetraConnect Hub is available to all TetraScience customers and Tetra Sciborgs. Whether you're new to scientific data management or an experienced practitioner, your contributions are valuable and welcome.

Do I need an account to access content or participate in forums?

You will need a user account to access all TetraConnect Hub Knowledge Base content and Community forums. This space is meant to help TetraScience Scientific Data and AI Cloud users engage in secure and confidential conversations. Our Welcome page is visible to the public to help new visitors navigate the site and request access.

How do I create an account?

Users with active Zendesk Support accounts already have access to TetraConnect Hub! If you do not have an account, then please contact your Customer Success Manager or email [e-mail] to have an account created for you. You will need to provide your first and last name with your corporate email. When an account is created you will then receive an email to verify your account. 

Can I submit articles to the knowledge base?

The knowledge base is primarily authored by Tetra Sciborgs. However, customers can create topics requesting new content in our Knowledge Base Content Requests forum. Topics that receive the most upvotes and conversation will be prioritized by the TetraConnect Hub content team. We also encourage you to provide feedback on existing articles by adding comments and upvoting. If you have expertise that you believe will benefit the community, we encourage you to reach out through the forum to discuss potential contributions.

How do I search for information in the Hub?

You can search for information by entering keywords into the search bar at the top of every page. This will return a list of top matches from all articles and community posts. Alternatively, you can explore the Knowledge Base by navigating through various Categories to view Sections. A Category is the top-level grouping of articles found on the TetraConnect Hub page. Some example Categories are Platform Administration, Data Integration, and Data Access. Sections are sub-groupings found under each Category. Some example Sections for the Data Integration Category are Revvity Signals, Benchling, File Log Agent, and Empower Agent. 

What should I do if I see inappropriate content?

If you encounter content that violates our community guidelines, please use the gear icon next to the comment and select ‘Create a Ticket.’ Provide a title like ‘Content Violation’ and copy/paste the URL into the description box. This alerts our moderators to review the content and take appropriate action.

How can I engage with other community members?

Engage with others by commenting on articles, answering questions in the forums, or starting new discussion threads. You can also upvote posts and comments that you find helpful or insightful.

What are the rules for posting and commenting?

Please adhere to our community guidelines which emphasize respect, relevance, and professionalism. Avoid posting duplicate content, respect copyright laws, and maintain a courteous tone in all interactions.

How can I get help with specific issues?

For specific issues related to TetraScience's platforms or your projects, you can post detailed questions in the appropriate forum category. For urgent or complex issues, creating a ticket using the Zendesk Support system and contacting your TetraScience Customer Engineering Support representative directly is recommended.

Can I edit or delete my posts?

Yes, you can edit or delete your posts and comments. Simply navigate to the post you wish to modify and select the appropriate option. Please consider the community’s benefit before removing content that could be helpful to others.

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This FAQ is designed to help new and existing members navigate TetraConnect Hub effectively. If you have further questions or need assistance, don't hesitate to post in the community forums or contact our support team.