Minimize User Support Services

This section provides an outline of user support services provided to Copernicus users within the Copernicus Space Component Data Access System (CSCDA).

 

Enquiries and general user support

The Services Coordinated Interface (SCI) team is the day-to-day interface for Copernicus users to get access to Earth Observation (EO) data distributed within the CSCDA. The SCI team can be contacted for support, in particular for:

  • Clarifications regarding the registration process, EO data ordering mechanisms, etc.
  • Requests for subscriptions to datasets
  • Queries on data delivery
  • Sentinel enquiries
  • Reporting of issues related to products/service quality
The SCI team can be contacted via email at EOSupport@Copernicus.esa.int or the registered user can access the dedicated online form in the Copernicus User's Personal Area (refer to the relevant instructions available here). Information on how to become a registered user is available here.

 

 

Management of user requirements

Once the Data Access Portfolio (DAP) is published, the Account Managers are the dedicated interface to Copernicus users for:

  • Regular review of the suitability of the defined and generated DAP Datasets, e.g. clarification of requirements and analysis of alternatives
  • Approval of the deviations from the DAP, after analysis of impact and identification of technical/financial solutions
  • Authorisation of data ordering in case of quota exhaustion
  • Escalation of issues
  • Collection of customer feedback and suggestions for improvement
    This activity is also organized up to twice a year with each Services Provider via a questionnaire and, as needed, via progress meetings in which the service is reviewed. Results, analysis and recommendations for the surveys are published on the Users' Feedback section

For all of these topics, the Account Managers can be contacted at Copernicus.Account.Manager@esa.int