Fault Reporting Procedure (24 x 365)

Any site representative within each connected organisation designated to liaise with LeNSE on operational matters (known hereafter as the “site contact”) can use the following contact details to report a suspected fault with their institution’s JANET link. Please note that either telephone number can be used:

       Alcatel-Lucent GNOC
       Tel:               01793 775 630
       Tel:               +48 (52) 349 2501
       Email:          This e-mail address is being protected from spambots. You need JavaScript enabled to view it

When reporting a suspected fault or incident, please state your institution, your name and confirm your contact details.

LeNSE Operational Handbook

Download the LeNSE Operation Handbook. 

Incident Ticket Handling

In the event of an incident which causes the total failure of an organisation’s JANET service, a priority incident ticket will be assigned by the LeNSE help desk. Each incident will be allocated a unique AR (Assistance Request) number, which the site contact may record for subsequent reference. The target time to repair such priority incidents is normally five service hours from the time the incident is first logged by the help desk. However, in cases where a service outage is due to a supplier’s damaged optical fibre cable, then the target time to repair is 18 hours.

Note that in cases where LeNSE repair engineers need physical access into a nominated organisation’s site, any delays caused by the site contact which result in site access being delayed or refused will affect the overall repair time. Such delays will not count against LeNSE or its repair engineers.

The LeNSE help desk aims to keep the site contact updated at suitable intervals on the progress of fault resolution throughout the repair period. Site contacts should refrain from trying to escalate repairs during these target repair periods.