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D1 | Copernicus User Support Handbook, V2.1 |
Acronyms
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The user (customer) has the possibility to browse and search in the Copernicus Knowledge Base (CKB) (CAMS and C3S Knowledge Base on (CKB)) or the Copernicus Climate Data Store desk (https://cds.climate.copernicus.eu/contact-us). This is known as the level-0 process of User Support.
Figure 1: The schematic of Copernicus User Support (CUS Copernicus User Support Handbook, V2 [D1].1)
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Contact and User Support process on JIRA
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service desk
If the level-0 support fails to answer the user's query, they may then make a request, which is sent to Once a request is sent, the Copernicus User Support (CUS) Service team at ECMWF will handle the requests within 8 hours . These (level-1) requests will be handled within 8 hours.
For any scientific and special specialist enquiries that cannot be answered by the CUS team at ECMWF or addressed to by the Copernicus Knowledge Base, the request will be forwarded to the Copernicus User Support Specialists (level-2) to the following email address:
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Enquiries forwarded to the Copernicus User Support Specialist team
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will be acknowledged within 3 working days (target 100%) and a notification sent to the user. This step is
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handled on the
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JIRA
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JIRA: Project management software tool created by Atlassian company |
Service Desk established at ECMWF for the current project. In case of specific scientific issues, the enquiries will be channeled to the ECV and data specialist of the
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C3S2_
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312a_Lot1 project and should be resolved within 3 working weeks (target 85%). In case of brokered datasets, the data specialist may choose to contact the responsible team at the provider level if they cannot resolve the issue on their own. In each yearly quarter, we aim for User Support satisfaction scoring 3 in 90% of all voluntary based feedbacks by users, with
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(very unsatisfied) to
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(very satisfied). We will also list the number of tickets raised by users on the JIRA system in the Quarterly Report.
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1 JIRA : Project management software tool created by Atlassian company. |
5.3 Service availability
User support and system maintenance will be usually available only during regular working hours in Germany, i.e. Monday–Friday, 9:00–17:00 CET, respectively, excluding public holidays.
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This document has been produced in the context of the Copernicus Climate Change Service (C3S). The activities leading to these results have been contracted by the European Centre for Medium-Range Weather Forecasts, operator of C3S on behalf of the European Union (Delegation agreement signed on 11/11/2014). All information in this document is provided "as is" and no guarantee or warranty is given that the information is fit for any particular purpose. The users thereof use the information at their sole risk and liability. For the avoidance of all doubt , the European Commission and the European Centre for Medium - Range Weather Forecasts have no liability in respect of this document, which is merely representing the author's view. |
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