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

Effective April 15th 2016: Clients are required to maintain contact information for their organization through the OARnet Gateway website. Our ability to keep your organization informed of scheduled maintenance events, as well as resolving outages, relies on up-to-date and reliable contact information. Failure to maintain your contacts may result in a lack of notification to your organization.

OARnet has defined contact roles that help us maintain the highest quality of service for our clients. All required roles: Administrative, After Hours 1-3, Billing, Escalation 1-3, Executive, Last Resort, Maintenance and Security, must have a contact assigned. Optional roles include: Copyright, DNS, Research, Site Access and Technical.

Your Administrative contact manages the designated contacts. It is important to remove individuals who are no longer with your organization from the Gateway and assign a different contact to any roles they were assigned. Temporary contact changes (i.e. accommodating for vacation or leave) are managed by assigning a different or new contact to the role for the timeframe.

Outage and Troubleshooting: OARnet will notify and work with your Escalation (8-5pm) and After Hours (outside of 8-5pm) contacts on file in order of Primary, Secondary and Tertiary. If OARnet is unable to reach the designated contacts they will try the Last Resort. For each contact, OARnet will attempt the office line and the mobile line, if provided. If there is no answer a voicemail will be left before moving onto the next contact. When all designated contacts are exhausted the issue is escalated internally.

Configuration changes: The Support Center will only accept configuration change requests from individuals in the Administrative, Technical and DNS contact roles. Configuration changes include bandwidth increases, temporary cap removals or any change that could adversely affect a client's connection or services, such as router or domain changes.

OARnet can only accept trouble reports from listed contacts. Incidents reported from non-listed contacts will be forwarded to your Administrative contact.

Please do not hesitate to contact us  if you have any questions.

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.

 

Contact Role Definitions

Administrative (required)
This contact provides authorization for changes to be made to services or to authorize others to request changes to the service or related information. This contact is responsible for keeping their contact list up to date. This includes temporary contact changes (i.e. accommodating for vacation or leave) and replacing a contact if individuals leave your organization.

After Hours 1 (required)
Outside of 8 a.m. - 5 p.m: The contact will act simultaneously as a notification to your institution, as well as to assist OARnet in efficiently resolving a disruption (outage or service impact). You must provide a Primary (1), Secondary (2) and Tertiary (3) contact, even if it’s the same person. They must be reachable by mobile phone and after hours. This includes verifying power at the site, checking the physical status of any OARnet or service-provider (AT&T, Time Warner, etc) equipment, as well as verifying and testing connectivity from the site.

After Hours 2 (required)
Outside of 8 a.m. - 5 p.m: The contact will act simultaneously as a notification to your institution, as well as to assist OARnet in efficiently resolving a disruption (outage or service impact). You must provide a Primary (1), Secondary (2) and Tertiary (3) contact, even if it’s the same person. They must be reachable by mobile phone and after hours. This includes verifying power at the site, checking the physical status of any OARnet or service-provider (AT&T, Time Warner, etc) equipment, as well as verifying and testing connectivity from the site.

After Hours 3 (required)
Outside of 8 a.m. - 5 p.m: The contact will act simultaneously as a notification to your institution, as well as to assist OARnet in efficiently resolving a disruption (outage or service impact). You must provide a Primary (1), Secondary (2) and Tertiary (3) contact, even if it’s the same person. They must be reachable by mobile phone and after hours. This includes verifying power at the site, checking the physical status of any OARnet or service-provider (AT&T, Time Warner, etc) equipment, as well as verifying and testing connectivity from the site.

Billing (required)
OARnet will be in touch with the billing contacts if there are any billing-related issues.

Copyright
Notification for copyright violation.

DNS
This is the technical contact for your DNS service if you have one. They may request DNS changes.

Escalation 1 (required)
Business hours 8 a.m. - 5 p.m: The contact will act simultaneously as a notification to your institution as well as to assist OARnet in efficiently resolving a disruption (outage or service impact). You must provide a Primary (1), Secondary (2) and Tertiary (3) contact, even if it’s the same person. This includes verifying power at the site, checking the physical status of any OARnet or service-provider (AT&T, Time Warner, etc) equipment, as well as verifying and testing connectivity from the site.

Escalation 2 (required)
Business hours 8 a.m. - 5 p.m: The contact will act simultaneously as a notification to your institution as well as to assist OARnet in efficiently resolving a disruption (outage or service impact). You must provide a Primary (1), Secondary (2) and Tertiary (3) contact, even if it’s the same person. This includes verifying power at the site, checking the physical status of any OARnet or service-provider (AT&T, Time Warner, etc) equipment, as well as verifying and testing connectivity from the site.

Escalation 3 (required)
Business hours 8 a.m. - 5 p.m: The contact will act simultaneously as a notification to your institution as well as to assist OARnet in efficiently resolving a disruption (outage or service impact). You must provide a Primary (1), Secondary (2) and Tertiary (3) contact, even if it’s the same person. This includes verifying power at the site, checking the physical status of any OARnet or service-provider (AT&T, Time Warner, etc) equipment, as well as verifying and testing connectivity from the site.

Executive (required)
This is your technology executive (i.e. CIO or CTO) contact.

Last Resort (required)
OARnet will use this contact if and only if the Escalation 8 a.m. - 5 p.m. or Escalation After Hours (outside of 8 a.m. - 5 p.m.). contacts are unreachable in emergency situations.

Maintenance (required)
Contacts identified for maintenance will receive notifications of any scheduled or emergency maintenance that may affect your services. This includes work done by OARnet or by any of our vendors or service providers. To receive maintenance notifications you must be identified as a maintenance contact.

Research
This contact should be the designated leader for research on your campus. OARnet would like to have appropriate contacts for communicating about projects related to the 100Gig backbone and statewide collaborations.

Security (required)
This contact is the individual or group to which spam alerts, phishing attacks, DDOS, copyright violations or other Internet abuse notifications should be sent, for IP addresses allocated to your institution.

Site Access
This is an opportunity to provide a contact to allow OARnet access into a site (such as a reception desk, etc…).

Technical
This contact is authorized to make service change requests; including routing, DNS, interfaces, etc…