Library items tagged:

Examples of fault reporting information

Anonymous

Wednesday, November 30, 2011 - 15:49

Record of network information and contacts form

Anonymous

Wednesday, November 30, 2011 - 15:49

Reporting problems

Anonymous

Wednesday, November 30, 2011 - 15:48

connections

fault reporting

All customers who wish to report a problem with their connection to JANET should follow the route set out in their fault reporting letter. Contact information is sent to the management and technical contacts by e-mail on an annual basis and includes the current telephone, fax and e-mail address of the appropriate fault reporting contacts. For organisations connected to JANET through a Regional Network, this will be the appropriate RNO.

Disaster recovery plans

Anonymous

Wednesday, November 30, 2011 - 15:42

connections

disaster recovery

All organisations should consider producing a network disaster recovery document as part of their overall site disaster recovery plans. Points to consider include:

Scheduled work on Janet site networks

Anonymous

Wednesday, November 30, 2011 - 15:42

connections

fault reporting

scheduled work

Please note that all Janet-connected organisations should advise their fault reporting point of any planned work on their local network that may make the site temporarily inaccessible. Arrangements may then be made to circulate the details to other Janet sites as necessary.

Janet scheduled maintenance period

Anonymous

Wednesday, November 30, 2011 - 15:41

connections

scheduled maintenance

Scheduled maintenance work within Janet is normally timed to take place in the period between 07:00 and 09:00 on Tuesdays. All such work is advertised via the trouble ticket system. The Janet Service Desk will give prior warning to organisations directly affected by scheduled maintenance work.

Trouble tickets

Anonymous

Wednesday, November 30, 2011 - 15:41

connections

fault reporting

trouble tickets

The trouble ticket system was originally set up to share information about network problems and planned work between the networking experts who maintained JANET. Although access to trouble tickets is now freely available to support staff at sites with a Primary Connection to JANET, the terminology used in the tickets still reflects their very specialised origin.

Escalation procedure

Anonymous

Wednesday, November 30, 2011 - 15:40

connections

fault reporting

escalation

JANET(UK) provides an escalation mechanism for customers who are unable to contact their nominated fault reporting point or are dissatisfied with the general performance of the fault reporting process. In either instance, sites should provide full details of their problem to the JANET Service Desk. The request will be logged and steps will be taken to address the problem. JANET(UK) will also investigate the reasons for the unsatisfactory service and provide a report of the action taken.

Emergency cover

Anonymous

Wednesday, November 30, 2011 - 15:39

connections

faults

emergency cover

Emergency cover is provided outside normal working hours. Contacts requiring assistance will be asked to specify whether the call is urgent or non-urgent. Urgent calls are relayed to an on-call engineer for immediate action; non-urgent calls are dealt with at the beginning of the next working day. The fault reporting information provided by the JANET Service Desk includes the telephone number for the emergency service.