The HEAnet Network Operations Centre (NOC) is operated from the HEAnet office in Dublin. The NOC implements, maintains and supports the HEAnet network and services. The HEAnet ticketing system allows the NOC to track faults and report ticket details to clients and peers.
Standard NOC operating hours are 09:00 – 17:30 Monday to Friday (excepting public holidays).
Telephone: +353 1 660 9040 (and ask for the NOC Service Desk).
NOC 24/7 Support
The HEAnet NOC operates on a 24/7 basis for Priority 1 faults. A Priority 1 fault counts as loss of service to the following HEAnet services:
- IP Connectivity (including DDoS mitigation)
- JAGGER (Edugate resource registry)
- IDP: Hosted / Managed / Standby
- HEAnet Hosted Moodle Service
- P2P links
The on-call engineer can be contacted on +353 1 660 9040. Emails to firstname.lastname@example.org are only monitored during normal business hours.
Quarterly Service Reports
HEAnet provide each of its clents with a comprehensive Quarterly Service Report which measures past network performance against service level agreements. These reports will be sent out before the 21st of the month following a quarter end. Any questions regarding these reports should be sent to email@example.com
HEAnet offers a federated portal – portal.heanet.ie – to our clients, providing them with information on traffic usage, latency, packet loss, link status, live incidents and other vital monitoring information. The Portal also allows a client to check the contact information HEAnet has on file. Over time it is expected that further client services will be accessible via the HEAnet Client Portal.