The Help Desk staff have access to all of the resources available at the Institute, and they maintain a database of answers so that frequently asked questions can be immediately answered. (FAQs
are also posted on the STIS website.) The Help Desk staff also provide hard copies of STScI documentation, including Instrument Science Reports
and Instrument Handbooks
. Electronic copies of documents are available via the Web. Questions sent to the Help Desk are answered within two working days. Usually, the Help Desk staff will reply with the answer to a question, but occasionally they will need more time to investigate the answer. In these cases, they will reply with an estimate of the time needed to prepare a full answer.
We ask that you please send all
initial inquiries to the Help Desk at firstname.lastname@example.org.
If your question cannot be answered by the Help Desk staff on duty, the Help Desk staff will liaise with the appropriate expert to obtain and deliver the answer. By sending your request to the Help Desk, you are guaranteed that someone will provide you with a timely response.