The User Support Department

OVERVIEW

Observing in Service Mode:
Philosophy and Scheduling

Welcome to the homepage of the ESO User Support Department

The User Support Department (USD; formerly the User Support Group) of the ESO Data Management and Operations Division is based in Garching bei München, Germany. Its main activities consist in providing support to users of ESO facilities, in particular through the ESO Data Flow System. Such support concentrates on the following areas:

Support for Phase 1 proposal preparation, mainly concerning technical questions on instruments, strategies, etc. at the time of writing observing proposals;
Support, review and optimization during the preparation of Phase 2 material. The purpose is to ensure that the material submitted by the users for the execution of their programmes is compliant with the principles of Service Mode observing and with the Service Mode guidelines, and that the observing strategy is both efficient and adequate for the scientific goals;
Maintenance of a Web-based Service Mode status information service, where users can obtain up-to-date information on the progress of their Service Mode programmes.
Operation of a helpdesk system (usd-help@eso.org) where users can address questions and request assistance on all aspects of ESO telescope Service Mode operations.

It also provides assistance to Science Operations Teams at ESO's observatories in the areas of:

Program mid-term scheduling and tracking services;
Providing a link between the observatory and the users when actions are needed during the execution of service mode programmes;
Interfacing between the observatory and the Data Flow Operations Department for data release.
On-site assistance for the execution of Service Mode programmes.

The User Support Department currently provides support for all the instruments available at the VLT and VLTI (Paranal), as well as for the MPI-ESO 2.2 m telescope (La Silla). Users having obtained Service Mode time at the NTT or the 3.6m telescopes should contact the La Silla Science Operations Group directly.

The User Support Department is headed by Francesca Primas. The USD Phase 1 and Phase 2 support for the VLT, 2.2m instruments and the APEX telescope is distributed among the USD staff astronomers as follows:

AMBER: Markus Wittkowski, Monika Petr-Gotzens, Christian Hummel
APEX: Carlos De Breuck
CRIRES: Michael Hilker, Lowell Tacconi-Garman
FEROS: Steffen Mieske, Ferdinando Patat
FLAMES: Francesca Primas, Ferdinando Patat, Marina Rejkuba
FORS 1/2: Palle Møller, Marina Rejkuba, Magda Arnaboldi, Ferdinando Patat, Bodo Ziegler
HAWK-I: Monika Petr-Gotzens, Lowell Tacconi-Garman
ISAAC: Monika Petr-Gotzens, Markus Wittkowski
MIDI: Markus Wittkowski, Monika Petr-Gotzens, Christian Hummel
NACO: Lowell Tacconi-Garman, Sabine Mengel
SINFONI: Sabine Mengel, Mario van den Ancker
UVES: Ferdinando Patat, Francesca Primas
VIMOS: Marina Rejkuba, Michael Hilker
VISIR: Mario van den Ancker, Sabine Mengel
WFI: Steffen Mieske, Palle Møller

The USD operations support scientists, Stéphane Marteau and Petra Nass, are responsible for a variety of operations tasks, including maintaining the Service Mode run status pages, managing the USD helpdesk (usd-help@eso.org), maintaining the external report and verification modules of Phase 2 preparation tool (P2PP), and preparing the distribution packages of P2PP and other observation preparation tools.