24/7 Helpdesk
SURFnet has a helpdesk for reporting disruptions in any of the SURFnet services. The helpdesk is available by phone to registered helpdesk callers 24 hours a day, 7 days a week:
What is it?
The helpdesk registers the disruption reports and coordinates and monitors the resolution of the disruption. The helpdesk analyses the received information and forwards it to the relevant systems management partners who will resolve the problem, in direct consultation with the customer if required. The helpdesk also ensures that the customer is kept informed of the progress in resolving the disruption.
You can contact the helpdesk to:
- report disruptions in any of the SURFnet services;
- report notifications regarding local maintenance activities that are of interest to the connection to SURFnet (‘power downs’, etc.).
Disruptions in the customers’ local network or disruptions that do not involve SURFnet services are not dealt with by the Helpdesk. In this case, contact the helpdesk of your own organisation.
For other questions, contact SURFnet's Account Advisement department.
Who is it for?
All SURFnet customers can contact the Helpdesk, but only through a limited number of so-called helpdesk callers. These include the Instellings ContactPersoon (ICP, official contact for institution), the Instellings Coördinator (IC, the institution’s coordinator) and the Site Security Contact (SSC). Additional helpdesk callers can be registered with SURFnet’s Account Advisement department.
Contact:
End users cannot report disruptions to the SURFnet Helpdesk. They can contact their own institution’s helpdesk or their ICP.
Questions or complaints
Questions or complaints regarding the handling of disruptions by the helpdesk can be submitted to SURFnet’s Account Advisement department: telephone number +31 302 305 305 or email
aa@surfnet.nl