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Need assistance? TellUS

19 May 2020

Launched on 15 September 2015, TellUS is the service management portal and platform for ESA's Earth observation payload data users.

TellUS has many features to serve and help - you can explore ESA's Earth Observation Knowledge Base, request services and report issues to the Earth Observation Help and Order Desk (EOHelp), as well as query their status.

ESA's TellUS service management portal and platform

The portal is the entry point to ESA's EO services for those who want to acquire data, have problems accessing data, have new ideas, suggestions or complaints on the services or on the data received.

The EO community can also request information and support regarding ESA's missions and those in ESA's Third Party Missions programme.

Requests will then be assigned to teams responsible for providing the relevant support and services related to the various data sets available, as well as describing how to obtain the data.

Anyone can use TellUS. If you do not have an ESA Earth observation Sign-In (EO Sign-In) account already, you can still request EO Help support by issuing a simple request.

However, by using your EO Sign-In account to access TellUS, you can open your service requests directly and view the status of all your previous tickets.

With currently just under 22,000 registered users, TellUS integrates over 20 ESA EO Service contractors and almost 100 operators. It has had more than 55,000 service requests and nearly 4,000 incidents have been managed since it went live (with about 125,000 related tasks in total).

TellUS measures over 30 Service Level parameters to constantly keep the quality of services under control. Consistently ensuring full availability 24 hours per day and 7 days per week, TellUS provides ESA management with mission and service dashboards and automated reporting.

"TellUS is the user portal to ESA's Earth Observation payload data ground segment as well as ESA's portal for all users", says Mats Önnestam, EO Service Manager in ESA's Mission Management and Ground Segment department.