HEAnet Support

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The HEAnet Service Desk is operated from our office in Dublin and is the first point-of-contact for all technical issues and queries.

Service Desk

Our HEAnet Service desk is committed to ensuring every client receives a consistent, responsive service with an emphasis on minimising client disruption.

Operating hours: 09:00 – 17:30 Monday to Friday (excepting public holidays)
Email: noc@heanet.ie
Telephone: Dial +353 (0)1 660 9040 and ask for the Service Desk

24 / 7 Support

The Service Desk also operates 24/7 support for Priority 1 faults for the following HEAnet services:

  • eduroam National Gateways
  • IDP: Hosted / Managed / Standby
  • IP Connectivity (including DDoS mitigation)
  • JAGGER (Edugate resource registry)
  • Radius: Managed / Radius
  • P2P links
  • Layer 3 VPN (L3VPN)

A Priority 1 fault is defined as a loss of service.

Please note: emails to noc@heanet.ie are only monitored during standard business hours.

For out-of-hours support you can contact the on-call engineer on Tel: +353 1 660 9040

Schools Network Operations Centre (NOC)

The Schools Broadband Service Desk is operated by PDST (Technology in Education) providing first-line technical support for schools.

Operating hours: 09:00 – 17:30 Monday to Friday (excepting public holidays)
Email: broadbandservicedesk@pdst.ie
Telephone: 1800 33 44 66

HEAnet provide secondline support for the Schools Network through our Schools Network Operations Centre (NOC) which you can contact via our HEAnet Service Desk

General Information

For non-technical general queries you can email us on info@heanet.ie

Explanation of the Service Levels

Level 1 Brokered Agreements (A) and Frameworks (F)
All agreements and frameworks established by the HEAnet Brokerage Services Team on behalf of HEAnet clients.
Level 2 Services provided and managed by an external 3rd Party
Level 3 HEAnet Pilot Services
Level 4 Managed Services
Central components of the service are managed by HEAnet but involve client-side responsibilities
Level 5 Fully Managed Services
All components of the service are managed by HEAnet