The Gemini HelpDesk is organised into three levels or tiers. Requests submitted via the HelpDesk are routed to the appropriate NGO, using the country selected by the user when they first register, and to an individual or group within the NGO according to the subject.
Registered users can change their contact details.
Few, if any, of the NGOs will have the resources or expertise to respond to queries in all areas in depth. In such cases the query is escalated by the NGO support staff up to the second tier. The second tier is organised purely by category and sub-category. The full list of categories indicates the assignment, either to an NGO or Gemini. The Gemini Observatory is responsible for tier-2 support in all other categories.