Our HEAnet Service desk is committed to ensuring every client receives a consistent, responsive service with an emphasis on minimising client disruption.
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
A Priority 1 fault is defined as a loss of service.
Please note: emails to firstname.lastname@example.org 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.
HEAnet provide second–line support for the Schools Network through our Schools Network Operations Centre (NOC) which you can contact via our HEAnet Service Desk
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