Support (NOC) Home |
Network Operations Center (NOC) PoliciesThese policies are intended to clearly communicate with our clients our policies about the wide variety of OARnet service offerings so that we are all on the same page. As always, if you have any questions, please do not hesitate to contact OARnet Support at support@oar.net. Listed Contacts Listed ContactsThe OSC Network Operations Center can only accept configuration changes from people on our contact list for a clients site. Configuration changes include domain name service updates, router configuration changes, or any other type of change that could adversely affect a clients connection or services. A sites end users (i.e. college students in dorms or an accountant in a site's business office) should be encouraged to first check with their systems or network administrators regarding any problems rather than calling the OSC NOC. If the network administrators see problems, we will be more than happy to work with them to determine the cause. If your site has experienced some staffing changes and you feel that your contact list may not be up to date, please do not hesitate to contact us. We can email you the information we have for your site so that it can be corrected. We try to email site contacts once a year to obtain updated contact information, but sometimes this does not account for all staffing changes. We also like to know what hours you would like to be contacted. We do not want to call you at 2 a.m. on Saturday about your internet connection being down if you would prefer to only be contacted Monday through Friday from 8:00 a.m. to 5:00 p.m. If you have any questions or concerns about your sites contacts and/or sites contact hours, please do not hesitate to contact us at support@oar.net. We'll be happy to help you. DNS Request PolicyDNS requests must be submitted by a listed contact and they must be sent in via email. The written request avoids any errors that can occur when trying to write down host names or IP addresses over the telephone. Once the request is received in the NOC, we will open a ticket up on this issue and assign it to our hostmasters for processing. Turnaround time for DNS requests to be completed is 1 to 2 business days from the time the request was submitted in our system. If you have a special situation, please contact us so we can make arrangements to help you with what you need. Leased Line StatisticsThis area serves as a launching pad for clients wanting to check their leased line statistics. Our documentation provides an explanation on the stats you will view when you click on link to our leased line statistics site. OARnet provides statistics to our leased line customers so they can track their line utilization. In order to access your statistics, you must have a userid and password. If you do not have this information, please contact the OSC NOC at support@oar.net. Only contacts listed in our database will be given the login information. On-line statistics are currently available only to our Academic Members. Non-academic clients may contact the OSC NOC at support@oar.net and request that a stats report be sent to them for a specific period of time. We also offer the option of adding you to a list that will email you statistics on the first and fifteenth of each month. If you have the necessary login information, please click here to view your stats! Server Co-Location VisitationClients which co-locate servers with OARnet may obtain access to their servers 24x7. OARnet asks that you give one hour minimum notice if you need access to your server. This will allow the OSC NOC staff to check our system to make sure we do not schedule multiple clients for maintenance visits in the same rack area in our co-location facility. During our on-call time, this allows staff sufficient travel time to the other site. The installation or deinstallation of equipment must be arranged through your Account Representative. This allows for appropriate arrangements to be made to shut down ports, VLANS, and to adjust bulling. |
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