Welcome to the XMM-Newton Helpdesk
Submitting to the Helpdesk
Questions can be submitted to the XMM-Newton Helpdesk via two interfaces: For both of the above submission methods the question, and later its answer, will always be visible via the web interface, unless the message is marked as PRIVATE (if via email, including the word PRIVATE in the subject). The XMM-Newton Helpdesk is manned Mon-Fri, 08:00-17:00 GMT, except on public holidays.SOC Helpdesk Recommends
The XMM-Newton SOC generally recommends the use of the web interface.Using the web interface users can first browse those topics that have already been discussed and thereby possibly find the answer to their question(s). The web interface offers a search engine to scan through the existing database. Only if the database does not contain the desired information, a new request should be submitted.
Moreover the XMM-Newton Help Desk provides an on-line Observation Report Form to be used if you encounter problems while using the Science Analysis System (SAS) or analyzing XMM-Newton data. The users are strongly recommended to use it for their SAS related questions/problem reports.
Email is handled the same way as a request received via the web interface. It is submitted to the database as a question and will be answered by the SOC.
Requests should be sent to the appropriate address below, thus ensuring a response within at most two working days.
After submission of a question to the Helpdesk, the user will receive an acknowledgment email. This acknowledgment includes the text of the question for future reference.
XMM-Newton Help is organized in the following way
| For generic questions and in case of doubt about whom to ask |
Visit XMM-Newton Helpdesk or Email to xmmhelp@sciops.esa.int |
| For questions about the XMM Remote Proposal Submission software (XRPS) |
Visit XMM-Newton Helpdesk or Email to xmmhelp@sciops.esa.int |
| For Science Analysis System (SAS) bug reports | Complete a SAS Observation Report form |
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For general questions about the XMM-Newton Science Simulator (SciSim), Excluding software bug reports; |
Visit XMM-Newton Helpdesk or Email to xmmhelp@sciops.esa.int |
| For SciSim bug reports | Complete a SciSim Software Problem Report |
| For discussions of SciSim-related topics | Email to SciSim-user-request@astro.estec.esa.nl |
Mail messages sent to the old SciSim help account (SciSim@astro.estec.esa.nl) are now automatically forwarded to the XMM-Newton Helpdesk.