CEOS CINTEX Federation Help Desk

Policies

Policies provided on this website are intended as guidelines, to assist Help Desk personnel in referring user inquiries to other agencies as needed. They are not intended to be requirements. Using these procedures is intended to be helpful, not burdensome or mandatory.

Please send your suggestions for User Services Policies to Ben Burford.

1. DATA CENTER REFERRAL POLICY
2. USER QUESTIONS INVOLVING THE SYSTEM

1. DATA CENTER REFERRAL POLICY

User request sent to one Data Center:

a. A Data Center recognizes that a request placed by a user cannot be filled at that center. The Data Center must then contact the user to determine which data center can satisfy the user's request.

b. The Data Center which originally received the request, informs the user that:
1) their request has been forwarded to another center,
2) the center they have been referred to will contact them with the answer or a request for more information and,
3) the user can contact the (original) Data Center again if they need further assistance.

c. The new Data Center that receives the referral should (as soon as possible after receiving the request): 1) acknowledge receipt of the request to the user, 2) acknowledge receipt of the request to the referring data center.

User request sent to multiple Data Centers:

This type of request can be quite confusing. The following steps should be taken to minimize confusion and duplication of effort:

a. The first Data Center to respond to the user should copy the response to all other Data Center's listed in the user's request message. This will help avoid duplication of effort.

b. Other Data Center's either add information to the response and copy their reply to other Center's, OR they notify the user that the request has been referred to the appropriate Data Center.

2. USER QUESTIONS INVOLVING THE SYSTEM

Data Centers may receive inquiries from users regarding problems (bugs) with the system itself. It is important to relay these questions about bugs back to the system developers in order to fix the problem for users in the future.

a. A Data Center that receives a trouble inquiry should notify the user that their message has been received and has been forwarded to the system administrators for resolution.

b. The system administrator receiving the message should respond to the user with the resolution or at least let them know that the problem is being researched and they will be contacted soon.

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