MERCATOR OCEAN JOURNA: 
SEPTEMBER 2021 
2. USER SUPPORT 
Service Desk also provides an internal link between users 
and production centres, scientists and technical experts. 
The Service Desk is also deeply involved in the training 
activity described above and participates in all such events 
2.1 Context and missions 
2.2 Users and user behaviour 
The Service Desk is the point of contact for all questions 
and comments for users of the Copernicus Marine Service. 
Its objective Is to optimise their experience and its missions 
are described in Figure 6. Various means are available to 
initiate or conduct these exchanges: 
a Chat, 
- an e-mail address, 
- online forms, 
telephone, 
video-conferencing. 
The Service Desk is also responsible for informing users of 
operational issues on products and services, such as 
incidents, maintenance and improvements. Moreover, the 
Since 2015, the number of registered users has steadily 
increased, reaching over 32,500 in 2021. Currently, 600 
new users per month are signing up for the Copernicus 
Marine Service. The number of active users (i.e., users who 
have downloaded data at least once) follows the same 
oattern (Figure 7). 
-hese Users are spread across all continents, in over 120 
zountries (Figure 7). 
Moreover, the volume of data downloaded per year has 
increased over the years, such as the number of downloads 
per year (Figure 8). 
WELCOME 
Automatic registration 
Getting Started page 
UNDERSTAND 
User needs 
User behavior 
Log Analysis 
TRAIN 
Live training 
Live support 
HelpCenter & FAQ 
Tiurtarlale 
IMPROVE 
Internal actions 
NFORM NK 
Dissemination 
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7 B= \ 
=0 
A ıDco= / 
REPORTING 
Internai/External 
igure 6: Service Desk missions.