1.5 The Help Desk at STScI

STScI has a Help Desk whose staff quickly provide answers on any HST-related topic, including questions regarding STIS and the proposal process.

If you have many questions about the implementation of your program, you may send a request to the Help Desk asking for a Contact Scientist (CS) to be assigned to your program. If your program does not have a CS assigned or if the program has already executed, you should direct all inquiries to the Help Desk.

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. (The answers to frequently asked questions can be found in the knowledge base at the help desk 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 http://hsthelp.stsci.edu. 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.
 
To contact the HST Help Desk at STScI, we encourage users to access the new web portal where you can submit your questions directly to the appropriate team of experts.

More information about getting help is available on the STIS website at:
http://www.stsci.edu/hst/stis/help.html.