Helpdesk and Support for WEkEO

Prepare to report the issue

Before reaching out for help by WEkEO support, gather factual data about the problem. Broadly speaking, there are three main categories to pay attention to:

Which WEkEO service is the problem related to

Data Viewer, Harmonized Data Access (HDA), JupyterHub, Jupyter notebooks, Virtual Machines, etc.

Basic information about the issue

Error messages received, dataset you wanted to access, the query, your tenant ID, etc.

Steps to reproduce the issue

How did you start and what were the exact steps just before the accident!? The goal is to enable the support to reproduce the issue verbatim.

There are three ways of reaching WEkEO support:

Send message via chat box

Click on yellow circle in the right bottom corner and a chat box should appear. (If it does not, check whether your browser is blocking the pop-ups.) The chat is a menu:

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Click on Message option and send the message. A bot will answer you immediately but you always have the option to talk to live members of the support team.

Send message via a web page

You will find the support link under SUPPORT option on main page header:

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Clicking on it leads to the support page, from which you will be able to send email to the support team:

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Send an email from email client

The email link to use is support@wekeo.eu (supportATwekeo.eu).