Last Update: March 7, 2011
MODAPS provides two types of User Support:
Tier 1 for logistics and delivery support
The contact for this type of support is MODAPS User Support at 1-800-596-8132 (toll-free - US only) or
The hours of service are 9 a.m. through 5 p.m. EST Monday through Friday.
However, requests for support via e-mail or the voice recording service on
either of the above numbers are monitored outside of those hours and
response will be made to urgent issues outside of the standard hours.
Requests for the following types of support should be addressed to Asad
How to acquire data products from LAADS or to use any of the capabilities
of this archive and distribution system
Resolution of any problems with previous orders submitted through LAADS.
Resolution of any problems with the acquisition of data from LAADS or the
data pools through anonymous FTP.
How to acquire Collection 4 L1B data products through MODAPS Web.
Questions concerning the present or future operational status of any
components of the MODAPS production system or the LAADS archive and
Questions concerning the present status of data production or data archival
Questions concerning future production plans
These questions may also be directed to Gang Ye (301-731-2935).
Requests for new services such as subscriptions, or any changes required
for or problems with existing services. These may also be addressed to
Kurt Hoffman (301-731-2934).
To provide information concerning any downtime planned for end user
systems that may influence existing subscriptions or subsetters or to
report any problems with existing subscriptions or subsetters.
Questions or problems concerning the PGE versions currently being utilized
Questions and problems associated with the acquisition or availability of
PGE codes from the FTP site.
Problems with, or suggestions for improving the MODAPS Production website.
Tier 2 for a variety of science-related support
The contacts for this type of support are Bill Ridgway for atmospheres
301-614-6215. The hours of service
are 9 a.m. through 5 p.m. EST Monday through Friday. However, requests for
support via e-mail or the voice recording service are monitored outside of
those hours and response will be made to urgent issues outside of the
standard hours. Requests for the following types of support should be
addressed to Bill Ridgway:
Questions concerning the use of existing MODIS atmospheres data products.
Questions concerning any problems with the science content or product
format of any data products received from LAADS or by subscription.
Requests for information concerning the appropriate data products
(including post-processed products) to be used for an end user
Questions concerning the integration of PGE codes into an end user
Requests for the addition of new post-processing features and any other
modifications or improvements to LAADS.
Suggestions for product improvement.
MODAPS acquires and maintains metrics concerning user inquiries, reporting
the total number of user inquiries each month, along with the number of
closed and still open inquiries at the end of the month. These are
available for the previous month.
(User Metrics for December 2010).
User support compiles and maintains a list of
Frequently Asked Questions
Contacts for all MODAPS staff
and other related personnel is also available.