Poster Presentation
Authors: N. Delmotte, J. Retzlaff, S. Geier, A. Micol, M. Arnaboldi
Title: "ESO Phase 3 user support and operations"

Abstract: Since March 2011, Phase 3 operations have started to support
the delivery, validation, and publication of the incoming data
products from ESO public surveys. This requires the presence of a
Phase 3 user support team at ESO that maintains expertise on all
aspects of the data flow, from preparation to publication. The aim of
this poster is to describe the various tasks and responsibilities of
the so-called Phase 3 helpdesk.  First of all, one of its key roles is
to negotiate a detailed data submission agreement and schedule with
the data producers as well as to establish the science data product
standard in terms of metadata and data format in order to be compliant
with the archive systems and interfaces.  The applied scientists
working in the Phase 3 helpdesk are also providing support to the
users on the usage of the Phase 3 tools and are responsible for
maintaining the contents of the Phase 3 web, which is an essential
media of communication that also acts as a repository for user manual,
guidelines, and frequently asked questions.  Furthermore, the Phase 3
user support scientists are carrying out audits of the data
submissions to ensure that the data meet the specifications of the
submission agreement and that their quality meets the requirements of
the archive.  Finally, the Phase 3 user support scientists interface
with the archive and database content groups as well as the technical
support team at ESO when monitoring and managing the Phase 3 systems
in terms of service availability, log analysis and change requests.