1. User Support The Help-Desk Tool
NWC SAF First Joint Training Workshop
14-16 June 2004
Madrid, Spain
P. Fernández

2. SAFNWC Schedule

3. SAFNWC Initial Operations Phase Schedule
Development +
Preparations
Scientific validation
Requirements Seeking
Upgrading
According
New Requirements
Additional
validation+
FOP
preparations
March
2002
April
2004
2005
July
2006
Feb
2007
SEVIRI
EPS
MSG 1.0
PPS 1.0
MSG 1.2
PPS 1.1
MSG 2.0
PPS 2.0
MSG 2.1
PPS 2.1
MSG 0.1
MSG 1.1
Mid
2003
MSG 0.0
Beta testing phase
and extension

4. SAFNWC User’s Support

5. SAFNWC Help Desk
Help Desk Availability is based on a working hour five days a week service.
An automatic reply, just confirming receipt, should be sent immediately via .
In order to carry on the Software Maintenance Procedure, a week is the committed response time to provide information to solve the problem reported by users.
INM will be responsible for the Help Desk definition and maintenance, SW Delivery, User Requirements, Inquiry, and Software Management Procedure handling.
Partners will also contribute, updating their information with agreed content on their products: product examples, upgraded FAQ, etc.

6. SAFNWC Help Desk Nowcasting SAF General Information Open Area
Devoted to giving general information on the Nowcasting SAF to the whole meteorological community.
Help Desk User Support Restricted Area
Accessible by the SAFNWC Users' Group (password required).
SAFNWC Consortium Restricted Area
Containing documentation internal to the Consortium, actions, reports, etc.

7. SAFNWC Help Desk Open Area
The open area
Meteorological Products
SAFNWC General Information
Consortium Members
Visiting Scientist Activities
SW Delivery Conditions

8. SAFNWC User Community
The SAFNWC User Community comprises the current National Meteorological Service (NMS) within the Member States and Co-operating Countries.
The committed number of users during IOP is 40.
In order to make a manageable User Support service, each NMS should provide a single point of contact to manage all related aspects linked to the SAFNWC.
Through them SAFNWC will receive Mails, Software Problem Reports, Inquiries, etc. This group is the so-called SAFNWC Users' Group (SUG).

9. SAFNWC Help Desk Restricted Area
A User and Password will be provided to the SUG members to access to the next facilities:
Mail Box
SPRs (SW Problem Report ) & SMRs (SW Modification Report)
DCRs (Document Change Request)
Documentation
SW Packages & Patches
FAQs
Scientific Meteorological Development Information
Reference System Output
List of Actions (Consortium Restricted Area)