Developer Reponses


#1

Hello,

Is this the only way to ask for help on the SNAP Toolbox or is there a formal help desk email?

The details at: http://step.esa.int/main/community/ suggest if the question isn’t responded to by the community a developer should respond within 24 hours except on public holidays but it gives no alternatives. I’m not alone in having a 0 responses question open for a long time. How do we deal with these issues that aren’t resolved through the forum? Should we escalate to a formal help email address with these queries? Which email address should we use?


#2

Hello,

We are currently ramping up user support on the forum for S2TBX and S3TBX, while support for S1TBX should already be up to speed. The 24-hour response time mentioned on that page is a bit misleading since it is the “best case” and not a guaranteed level of service. I can see that in your case many of your questions have unfortunately not received an appropriate response yet.