Copernicus

Atmosphere

Monitoring

Service

CAMS General Assembly, Athens, 14-16 June 2016

Xiaobo Yang (ECMWF)

How to get support for using

CAMS products?

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Contents

• Background

• Customer portal

• Knowledge base (KB)

• Customer portal and KB integration

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Background

• Copernicus User Support Team at ECMWF

• Provide level-1 support to both CAMS and C3S

products and services

• Coordinate level-2/3 support with ECMWF staff and

contractors/sub-contractors

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Customer portal – user interface

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Customer portal – user interface (cont.)

Agent’s view

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Customer portal - workflow

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Customer portal - SLA

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Knowledge base (KB)

• Why KB? To provide level-0 support

• Atlassian Confluence

• Atlassian: create, organize and discuss work with

your team

• Our case: share knowledge with users

• Knowledge can be created from traditional FAQs and

documentation

• Knowledge can also be created from issues raised by users

• Contractors/sub-contractors please contribute!

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Knowledge base (KB) (cont.)

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Customer portal and KB integration

KB is searched as you type

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Customer portal and KB integration (cont.)

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Thank you!

• Customer portal: http://copernicus-support.ecmwf.int

• Knowledge base: http://copernicus-

support.ecmwf.int/knowledgebase

• Email: copernicus-support@ecmwf.int

• CAMS website: http://atmosphere.copernicus.eu