Service Desk Policies

These policies are intended to clearly communicate to our clients our policies about the wide variety of OARnet services. As always, if you have any questions, please do not hesitate to contact the OARnet support center at support@oar.net.

 

Listed Contacts

The Service Desk can only accept configuration changes from people on our client contact lists. Configuration changes include any change that could adversely affect a client's connection or services, such as router or domain changes. Please do not hesitate to contact us if you feel your site's contact information may need corrected because of staffing changes. We also ask contacts to tell us their preferred hours of contact.

A site's end users (i.e. college students, business office accountants, etc.) should check with their systems or network administrators regarding any problems rather than calling the Service Desk. If the network administrators find a problem, we will be more than happy to work with them to determine the cause.

DNS Request Policy

DNS requests must be submitted by a listed contact, and they must be sent in writing. The written request avoids errors that can occur when trying to collect host names or IP addresses over the telephone. Once the Service Desk receives a request, we open a ticket on this issue and assign it to our hostmaster for processing.

Turn around time for the completion of DNS requests is up to two business days from the time the request is submitted. If you have a special situation, please contact us so we can make arrangements to help you.

Answers to frequently asked questions regarding DNS are here.

Server Co-Location Visitation

Clients who co-locate servers with OARnet can obtain access to their servers 24/7. The installation or de-installation of equipment must be arranged through your client services representative. This allows appropriate arrangements for shutting down ports and VLANS and adjusting billing.