The MAX IV KITOS experience: organising rapid response operation support in a user facility

To enhance operational stability and user satisfaction, the ICT groups at MAX IV Laboratory (formerly KITS) have implemented a structured support model inspired by the European XFEL's Data Department Operations Centre (DOC). The KITOS (KITS Operation Support) initiative ensures expert coverage during working hours and a best-effort support model during evenings and weekends, staffed by a rotating team of two on-duty specialists. The team leverages proactive system monitoring and dedicated on-duty time for cross-training and knowledge sharing. KITOS supports all critical phases of user operation—including accelerator operations, beamline commissioning, experiment setup, and active beamtime—through a combination of real-time response and structured on-call coverage. Central to its success is detailed issue logging, which enables the identification and resolution of recurring problems, whether technical, procedural, or related to documentation and training gaps. Since its inception in 2022, the KITOS model has demonstrably improved control system reliability. This presentation will share our implementation approach, key lessons learned, and impact metrics with the broader scientific facility community.