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HEANET-FAULTS  February 2008

HEANET-FAULTS February 2008

Subject:

HEAnet Extended NOC Cover announcement...

From:

Gareth Eason <[log in to unmask]>

Reply-To:

Gareth Eason <[log in to unmask]>

Date:

Thu, 7 Feb 2008 08:13:56 +0000

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (101 lines)

HEAnet Extended NOC Cover - Announcement
========================================


Overview
--------
With the internet now a vital tool for teaching and research, including
independent self-guided learning and international research across time
zones, HEAnet is proud to announce an increase in the availability of
support outside of the traditional nine-to-five. For an initial trial
period of 6 months, customers will be able to raise faults by phone 24
hours of each day, 7 days a week. In the case where a total outage to a
client site is experienced, it will be possible to raise this fault
immediately to a HEAnet on-call engineer, who will ensure the issue is
resolved.



HEAnet 24x7 Support Trial
-------------------------
HEAnet is pleased to announce that from Friday, 8th February 2008, we
will be extending our hours of cover from 09:00 - 17:30, to 24 x 7
availability. Initially, this will be run on a trial basis with a formal
review scheduled for May 2008.

Access to the out-of-hours part of the 24 x 7 cover shall be by
telephone only, by calling the usual HEAnet NOC number, 01 6609040.
E-mails to [log in to unmask] will, of course, be responded to within 2
business hours as usual.

Calls outside of business hours shall be handled by an answering service
on behalf of HEAnet. They will ensure that any Priority One calls -
total site outages - are raised to a HEAnet engineer immediately, and
that any other issues are raised to the HEAnet NOC for processing within
the next 2 business hours.

Should your site lose internet connectivity completely, please contact
HEAnet by calling the NOC number, and indicate to the answering service
that you wish to raise a "Priority One Fault." If you wish to receive a
call back from a HEAnet engineer regarding this, please tell the
answering service that you wish to "escalate this fault to an on-call
engineer." By using these keywords, the answering service will know to
forward this message to on-call staff, and you can expect a call back
within one hour - and typically within minutes. We would request that
you ensure you're in a position to provide information on the nature of
the fault and can perform basic troubleshooting in conjunction with the
on-call engineer. Any faults raised outside of business hours, that are
not causing a total loss of connectivity to a client site, shall be
handled within 2 business hours as usual.

To ensure that any Priority One call raised gets dealt with effectively
and in a timely manner, the answering service has an escalation rota
held internally. This includes, in order, an on-call engineer, the
Network Operations Manager, the CTO and finally the CEO. In the event of
a total site outage, HEAnet is committed to working with you to get you
back on line as soon as possible, whatever the time of day.

The same service shall operate from 17:30 - 09:00 during weekends and
public holidays, with the answering service ready to take your call.
This is in addition to the standard weekend cover provided by HEAnet
during the hours of 09:00 - 17:30. Priority One faults - complete site
outages only - may be escalated immediately by using the same keywords;
"Priority One Fault" and "Please escalate to an on-call engineer" at any
time during a weekend or public holiday, should the need arise.



Summary
-------
To raise a fault, any time, please call the HEAnet NOC at 01 6609040.
Outside of office hours, an answering service will respond to your call
and request the following information:
  - Your name
  - The institution name
  - Your contact number
  - A brief description of the fault.

In the case of a total site outage, please indicate that the site is
suffering a "Priority One Outage" or "Total Site Outage." You must also
state that you wish the fault to be "escalated to an on-call engineer."
By using these keywords, the answering service will know to contact a
HEAnet engineer, who will call you back and work with you to resolve the
fault.



We believe that this level of cover will meet the needs of our clients,
and would value any feedback over the coming months. For more
information, please contact the HEAnet Network Operations Centre on 01
6609040, or at [log in to unmask]


Best regards,
-->Gar

--
Gareth Eason
HEAnet Limited, Ireland's Education and Research Network - www.heanet.ie
1st Floor, 5 George's Dock, IFSC, Dublin 1
Registered in Ireland, no 275301 tel: +353-1-660 9040 fax: +353-1-6603666

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