Contact Details

Reception
JANET Service Desk
Security Issues
Network Issues
Videoconferencing Enquiries

Reception (general enquiries)

Tel: 01235 822200
Fax: 01235 822399

JANET Service Desk

For help with:

• All enquiries about JANET or JANET(UK) and the services offered
• Fault reporting for designated JANET Connections
• New line connections, upgrades and downgrades for all JANET customers
• Customer complaints and escalations
• Requests for publications

E-mail:
service@ja.net

Telephone:
0870 850 2212 (from UK)
+44 1235 822 212 (outside UK)

Hours:
07:00 to 24:00 Monday to Friday (answering machine outside these hours).

Fax:
0870 850 2213 (from UK)
+44 1235 822 399 (outside UK)

Post:
JANET Service Desk
JANET(UK),
Lumen House,
Library Avenue,
Harwell Science and Innovation Campus, Didcot,
Oxfordshire,
OX11 0SG

All enquiries are dealt with in accordance with JANET(UK)'s Service Level Agreements (SLAs).

Security Issues

If you have suffered a security event, contact JANET-CSIRT, the Computer Security Incident Response Team who provide incident co-ordination and advice for JANET customers.

Network Issues

End users

If you have problems with network access or you need advice on network related matters, you should contact the nominated person in your organisation (computing services or perhaps your IT Officer). If necessary they will refer the problem to your designated JANET fault reporting point for action.

IT Support Staff

• Before you report a problem, consult the Outages web page or Netsight, which may tell you whether your JANET access is affected by a major problem on the network. If you are connected to JANET via a regional network, contact your regional helpdesk.
• Reporting problems: All organisations with a primary connection to JANET have a designated fault reporting route, as detailed in an annual letter from JSD. If you are unsure of your fault reporting route, please contact JANET Service Desk.
• Emergency cover is provided outside normal working hours, 365 days a year via a third party call centre, although it should be noted that they may only be able to offer limited assistance if it is not a JANET-wide problem, e.g. for a problem on a regional network. The emergency contact number is provided in the letter from JSD mentioned above.

Videoconferencing Enquiries

Booking service related enquiries should be directed to the management centre.

Videoconferencing technology related enquiries to VTAS.

Access Grid enquiries to the AGSC.

Escalation of Problems

JANET(UK) provides an escalation mechanism for customers who are unable to contact their fault reporting point or are dissatisfied with the general performance of the fault reporting service.

Complaint Handling

If you are unsatisfied with the progress of the resolution of a fault, you may register a complaint through JANET Service Desk.

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