We operate a fault reporting process to deal with all problems at both a network and a site level, as quickly and efficiently as possible. However, this process can only work if all Janet-connected organisations are familiar with the correct reporting routes.
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 email 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. For ease of reference, site contacts may wish to print off a record of network information and contacts form from Appendix 3 of their fault reporting manual and add the fault reporting information. A copy of Appendix 3 is attached below. If, for any reason, a site is unable to contact their RNO helpdesk, please email the service desk.
Sites not connected to Janet through an RNO should report all faults by contacting the service desk. Examples of the fault reporting information supplied may be found in Appendix 4 of the fault reporting manual.
If your site contacts require confirmation of the appropriate fault reporting route for your organisation, you should contact the service desk.
The service desk
The service desk is the first point of contact for reporting faults with Janet connections. This includes problems with:
- External circuits and all the associated routing and switching equipment
- If the fault to be reported is known to concern the Janet backbone, contact the service desk.
Who should report problems
Problems may only be reported by 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 service desk is only to be used by designated contacts. It must not be passed to end-users at the site.
Under the provisions of the current Janet service level agreement, the service desk will respond to fault reports within one hour during working hours.
Emergency cover is provided outside normal working hours. The fault reporting information provided by the service desk includes the telephone number for the emergency service. Please note that the out-of-hours emergency telephone number is not advertised on the web and is only provided to named Jisc contacts. Contact the service desk for more information.
Please visit the escalation page for details of our escalation procedures.
All Janet-connected organisations are asked to set up a generic email address using the format [email protected], and then to use this as their internal mailing list for all technical staff who should receive information about the Janet network. Please email the service desk to register for the service, once this address has been set up.
Scheduled maintenance period
Scheduled maintenance work 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 service desk will give prior warning to your organisation's named contact to inform them if the organisation is likely to be directly affected by scheduled maintenance work.
Scheduled work on Janet site networks
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 network sites as necessary.
Disaster recovery plans
All organisations should consider producing a network disaster recovery document as part of their overall site disaster recovery plans.
Points to consider include:
- Identify staff responsible for each action required by the recovery plan
- Keep machine rooms tidy to minimise fire risk
- Maintain offsite secondary servers
- Agree to exchange systems with other sites
- Keep offsite copies of:
- The router configuration
- Critical mailing lists
- Configuration tables for vital services.
For further information on business continuity management and planning please visit the UCISA website.
If you would like a copy of your fault reporting letters please contact [email protected].