Library items tagged: fault reporting

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.
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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.
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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.
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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.
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Response times

Anonymous
Wednesday, November 30, 2011 - 15:39
connections
fault reporting
response times
Under the provisions of the current JANET SLA, the JANET Service Desk will respond to fault reports within one hour during working hours.
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Who should report problems

Anonymous
Wednesday, November 30, 2011 - 15:38
connections
fault reporting
Problems may only be reported by staff in the computer department of an organisation or one of the designated Jisc contacts, not by individual end-users. In order for the fault reporting mechanism to work efficiently, it is essential for each organisation to establish a clear reporting structure, and make users aware that the correct route for reporting problems is via the technical contact. Please note that the contact information provided by the Jisc Service Desk is only to be used by designated contacts. It must not be passed to end-users at the site
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