Context
EDITO User Support can help you use the EDITO platform, access its resources and troubleshoot issues related to the services and tools provided by EDITO.
Our scope covers activities ranging from getting started with the platform to more advanced uses such as working with data, services, processes and contribution tools.
This article explains what the User Support team can help you with, which tools and technologies are currently covered, and where the limits of our support apply.
What can User Support help you with?
User Support can assist you with common activities across EDITO, including:
Accessing and navigating the platform;
User accounts and project spaces;
GitLab access related to EDITO activities;
Downloading and uploading files;
Navigating and using the EDITO Data Catalogue;
Accessing data available through EDITO;
Launching and using EDITO services and processes;
Using EDITO APIs and built-in tools;
Creating and working with applications on the platform;
Publishing data and other contributions;
Troubleshooting EDITO features and workflows;
More advanced usage and contribution activities.
For requests requiring specialised technical knowledge, User Support can involve the relevant EDITO experts internally. You do not need to identify the appropriate technical team yourself.
Data Catalogue and data access
User Support can help you navigate and use the official EDITO Data Catalogue, including data made available through EDITO from sources such as Copernicus Marine and EMODnet.
We can assist with questions related to finding data, accessing it through EDITO and understanding the platform workflows available to interact with it.
However, not all data visible or accessible through the EDITO ecosystem is maintained by EDITO.
Data provided by users and external projects
Projects and users can contribute their own data to the EDITO ecosystem.
💡 EDITO Pro Tip: we invite users and projects contributing to EDITO to designate a point of contact for inquiries.
When a dataset or product is provided and maintained independently by another project or organisation, the EDITO User Support team may not have the expertise or responsibility required to answer questions about the content of that dataset itself.
In these cases, the data provider should provide a dedicated point of contact for questions about its products.
📌 Note: User Support can help with the EDITO platform and the mechanisms used to access content, but questions about independently provided content may need to be answered by its original provider.
Example of the AI Gallery
On the EDITO Viewer, you can add layer from the AI Gallery:
The AI Gallery is a new Mercator Ocean service powered by EDITO that showcases all next-generation oceanographic systems developed by the Digital Twin Ocean community.
The first routine-production systems in the AI Gallery include: GLONET daily forecasts, XiHe daily forecasts, WenHai daily forecasts, LangYa daily forecasts, GLONET2-Global, GLONET2-IBI daily forecasts, GLONET HR daily forecasts (GLO36) and Black Sea BGC daily forecasts. More systems will join later.
If you need support on these products, a contact point is available on each product:
Processes, services and applications
User Support covers EDITO's official and built-in services and tools, including the platform's Core Services and Contribution Tools.
We can help you understand how to access and use these services, troubleshoot their use within EDITO and, where applicable, work with their APIs and platform integrations.
Third-party or externally maintained applications
EDITO can also provide access to applications, processes or services developed and maintained by other users, projects or organisations. These are not necessarily supported by the EDITO User Support team.
When an application or service has its own support contact, you should contact its provider for questions related specifically to how that application works or to issues within the application itself.
Where available, the relevant contact information may be displayed alongside the application, service or product:
Tools and languages
User Support aims to cover commonly used interfaces, software and programming languages within the EDITO community.
Currently covered
Our current support scope includes:
R/RStudio
Python
This means that the support team can provide guidance and troubleshooting for EDITO workflows using these environments, within the boundaries of the platform and services we support.
Not currently covered
Our current support scope does not include dedicated assistance for:
MATLAB
QGIS and ArcGIS
C
C++
CDO
You may still be able to use some of these tools with EDITO resources or services, but User Support cannot guarantee assistance with tool-specific configuration, code or troubleshooting.
External integrations
User Support may be able to help when you are integrating external platforms or tools with documented EDITO services and interfaces, but the level of assistance depends on where the issue occurs.
For example, we can help you understand how an EDITO API or service is expected to behave. However, we may not be able to troubleshoot software, infrastructure or code that is maintained entirely outside EDITO.
When necessary, the support team will help identify whether the issue appears to be on the EDITO side or within the external system.
What if my request is outside the support scope?
Even if you are unsure whether your request is covered, you can still start by contacting User Support.
The team can help determine whether:
Your question can be answered directly;
Documentation or another self-service resource is available;
Specialised EDITO expertise is required;
Another project, application or data provider is the appropriate contact.
You do not need to determine this before opening a request.
What about advanced technical requests?
Advanced does not automatically mean unsupported.
Requests involving more complex EDITO activities can be escalated to specialised support when they fall within the EDITO support scope. This can include topics such as publishing, processing, service integration, HPC usage and advanced contribution workflows.
User Support manages this escalation internally and remains your point of contact.
To learn more about how requests are submitted and escalated, see How to contact EDITO User Support.
What's next?
If you have any questions, problems, or suggestions, please feel free to contact us via chat using the widget available at the bottom right of the page.