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Emergency cover is provided outside normal working hours. Contacts requiring assistance will be asked to specify whether the call is urgent or non-urgent. Urgent calls are relayed to an on-call engineer for immediate action; non-urgent calls are dealt with at the beginning of the next working day. The fault reporting information provided by the JANET Service Desk includes the telephone number for the emergency service.

Problems may only be reported by staff in the computer department of an organisation or one of the designated Jisc contacts, not by individual end-users. In order for the fault reporting mechanism to work efficiently, it is essential for each organisation to establish a clear reporting structure, and make users aware that the correct route for reporting problems is via the technical contact. Please note that the contact information provided by the Jisc Service Desk is only to be used by designated contacts. It must not be passed to end-users at the site

If it becomes necessary for a customer to relocate the equipment connected to its access circuit to another building, or to another part of the building in which it is housed, the Connections Management Section must be advised. In many cases the access circuit is leased by Janet(UK) and the supplier will not take any action unless the arrangements for the relocation are made through Janet(UK). If there is no record of who leases the access circuit, the customer should contact the Connections Management Section for clarification.

Responsibilities The Janet Service Desk should be advised of any changes to site contact names or addresses. Janet(UK) cannot ensure that important information about the network reaches each organisation if contact details are not kept up to date. For example, changes to the fault reporting information may not reach management and operational/technical contacts, or information about security threats might not be passed to the security contact.