Interconnect – Management Reporting Procedure
Incident Management
From 1st December 2010 incident management procedure for all Scottish sites connecting
through the Interconnect should follow the procedure detailed below.
Cover
JANET Service Desk (JSD) working hours are Monday to Friday 07:00 to 23:59 (excluding
Bank Holidays and Privilege Days). JSD working hours during Privilege Days are 08:00 to 18:00
(except Christmas Day).
During working hours Interconnect sites can contact JSD as follows:
Phone: 0300 300 2212
Email: operations@ja.net
Outside these hours sites should contact the Thus Customer Management Centre (CMC) as
follows:
Phone 0808 202 4422
Email: cmc@thus.net
A copy of the call reference number should then be emailed to JSD on
Email: operations@ja.net
Fault procedure
JSD will proactively monitor all sites during working hours, using its monitoring systems to ‘ping’
the Thus CPE routers at site. This will give an indication of the state of the line to the
Interconnect site but no indication of sites’ local connectivity beyond the CPE router.
If a connection is down for more than 10 minutes on JSD’s monitoring tools, JSD staff will:
 Open JSD ticket.
 Phone site contact, inform contact of JSD ticket number and request standard checks of
equipment. If equipment checks ok then JSD will:
o Phone Thus and report fault.
o Manage fault by liaising with Thus throughout fault and, forwarding relevant
information to the site.
Escalation
If a site wishes to escalate their fault with JANET, they should initially request to speak to the
JSD Shift Leader. If they wish to escalate further they can request to speak to the JSD
Manager. JSD will initially escalate faults within CMC. If further escalation within CMC is
required, JSD will contact LTS.
Outside JSD working hours sites should escalate via the CMC Duty Team Manager on 01702
214604 or 07990 540442.
If a site feels the response they receive from JSD or CMC is not satisfactory they should contact
LTS using the details below.
Author: Stuart Campbell
Page 1 of 2
Ref: SC101130
Interconnect – Management Reporting Procedure
Maintenance
Planned maintenance by Interconnect sites:
Where possible a minimum of 15 Business Days notice should be provided to JSD by email at
operations@ja.net. Details of service circuit reference numbers and outage times must be
included in the notification. JSD will then notify all interested parties of the planned
maintenance.
Planned maintenance by Interconnect suppliers:
Service affecting maintenance will be reported to Interconnect sites by JSD. For maintenance
affecting single sites JSD will inform the nominated site contacts by phone and email. For
maintenance affecting multiple sites JSD will raise a ‘trouble ticket’ which will be emailed to all
Interconnect site contacts. Interconnect sites should contact JSD to ensure email addresses for
all appropriate site contacts are included in the JSD trouble ticket distribution list. JSD will
provide a minimum of 10 days’ notification for all planned maintenance. Emergency
maintenance may occasionally be required to enure the continuity of Interconnect service, such
maintenance will be minimised but may be undertaken with no prior notification.
Problem Management
Interconnect sites should contact Learning and Teaching Scotland direct to report any recurring
problems experienced with the Interconnect service.
Change Management
Interconnect sites should contact Learning and Teaching Scotland direct to request any
additional services or changes.
LTS Contacts
Contact Name
Number
Email
Stuart Campbell
T: 0141 282 5170
M: 07823 530758
S.Campbell@LTScotland.org.uk
Stuart.Campbell@EducationScotland.gov.uk
st
(from 1 July 2011)
GlowAdmin@LTScotland.org.uk
Glow Admin
T: 0141 282 5200
Author: Stuart Campbell
GlowAdmin@EducationScotland.goc.uk
st
(from 1 July 2011)
Page 2 of 2
Ref: SC101130