IT Helpdesk

Helpdesk Ticket Creation

User can post requests to Helpdesk by:

• Telephone: Garching: +49 (0)89 3200 6333, Chile: +56 (0)2463 3133
• Email: Garching: helpdesk@eso.org, Chile: cl-helpdesk@eso.org
• Direct visit to the Helpdesk office

Helpdesk Coverage

Normal coverage:

From 08:00 to 18:00 of all normal working days. Helpdesk is physically manned and all services are active.
During this time, calls should be handled according to the agreed service time.

Call-out Service:

On-call support is available in the hours not covered by normal or late support, namely:

• on working days Mon-Fri: 00:00 to 08:00 and 18:00 to 24:00
• on Saturday, Sunday and Bank Holidays: 00:00 to 24:00

The service is activated by calling for Garching: +49 (0)171 676 4106, and for Santiago: +56 (0)981 501 812.

Please note: The on-call support covers only major system problems or emergencies, such as:

• core servers down
• global network problems
• internet connection down, etc.