JANET Service Desk
E-mail:
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service@ja.net |
Telephone:
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0870 850 2212 (from UK)
+44 1235 822 212 (outside UK) |
Fax:
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0870 850 2213 (from UK)
+44 1235 822 399 (outside UK) |
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JANET Service Desk
JANET(UK),
Lumen House,
Library Avenue,
Harwell Science and Innovation Campus, Didcot,
Oxfordshire,
OX11 0SG |
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The JANET Service Desk is staffed from 07.00 to 18.00 Monday to Friday and is covered by an answering machine outside these hours. All enquiries are dealt with in accordance with JANET(UK)'s Service Level Agreements (SLAs).
JSD can help with:
- All enquiries about JANET or JANET(UK)
and the services offered
- Registration of domain names in the ac.uk and gov.uk domains
- Applications for IP addresses in the JANET address space
- New line connections, upgrades and downgrades for all JANET customers
- Primary, Sponsored and Proxy Connections
- Requests for Publications
- Contracts
- Customer Complaints and Escalations
Reporting Security Problems
If you have suffered a security event, contact JANET CSIRT, the Computer Security Incident Response Team who provide incident co-ordination and advice for JANET customers.
Reporting Network Problems
End users
If you have problems with network access or you need advice on network related matters, you should contact the person in your organisation who is responsible for your connection (all organisations connected to JANET have nominated such a person). This may be someone in your local computing service or perhaps your IT Officer. If necessary they will refer the problem to your designated JANET fault reporting point for action.
IT Support Staff
- Before you report a problem, consult the Major Outages web page or the JANET network monitoring service, Netsight, which may tell you whether your JANET access is affected by a major problem on the backbone. If you are connected to JANET via a regional network, contact the regional helpdesk.
- Reporting problems: All organisations with a primary connection to JANET have a designated fault reporting route, as detailed in an annual letter from JSD. If you are unsure of your fault reporting route, please contact JANET Service Desk.
- Emergency cover is provided outside normal working hours, 365 days a year via a third party call centre, although it should be noted that they may only be able to offer limited assistance if it is not a JANET-wide problem, e.g. for a problem on a regional network. The emergency contact number is provided in the letter from JSD mentioned above.
Escalation of Problems
JANET(UK) provides an escalation mechanism for customers who are unable to contact their fault reporting point or are dissatisfied with the general performance of the fault reporting service.
Complaint Handling
If you are unsatisfied with the progress of the resolution of a fault, you may register a complaint through JANET Service Desk.
