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Please note that all Janet-connected organisations should advise their fault reporting point of any planned work on their local network that may make the site temporarily inaccessible. Arrangements may then be made to circulate the details to other Janet sites as necessary.

The trouble ticket system was originally set up to share information about network problems and planned work between the networking experts who maintained JANET. Although access to trouble tickets is now freely available to support staff at sites with a Primary Connection to JANET, the terminology used in the tickets still reflects their very specialised origin.

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