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Technical Support

Introduction

Technical support for the JANET Roaming service is available free of charge to any organisation participating in JANET Roaming or considering joining. It is however worth checking on the Technology/FAQs page for an answer to a question before lodging a technical enquiry. Nb. technical support enquiries can only be accepted from customer technical contacts registered with the JANET Service Desk. Please e-mail or telephone your enquiry to the JANET Service Desk or e-mail JANET Service Desk stating JANET Roaming and the nature of your enquiry.

Support for end-users

End-users at customer organisations which have deployed JANET Roaming should consult their IT Support dept. for setup of their laptops prior to travelling to Visited sites hosting JANET Roaming service. They will also be able to learn what facilities at the Home Organisation site are offered for remote access from Visited Organisations, (eg. e-mail, VPN).

End-users MUST also check the Participating Organisations Map to check the compatibility of their laptop set up with the authentication method offered by the Visited Organisation and to learn the SSID which they must input into their laptop.

Once at Visited JANET Roaming sites, end-users at JANET Roaming enabled hotspots experiencing any technical problems with the Roaming service or with remote access facilities provided by their Home Organisation, should consult their Home Organisation IT Support dept.

Support for Implementors

JANET Roaming Technical Support is available in the following areas:

• General enquires about the service - features and benefits, service details
• Pre-deployment queries - deployment planning, selection of ORPS systems, guidance on implementation JANET Roaming Technical Specification
• Support during implementation - OPRS setup, user machine configuration
• Post implementation technical issue resolution

A chargeable consultancy service may also be available for more in-depth implementation support and technical issues investigation.

We have also developed a range of test facilities built on the JRS Support server:

• Background service status probe test
• On-demand EAP test
• On-demand simulated visitor test

Click here for information on the test facilities

 

Any problems, comments or suggestions regarding this page, please e-mail the JRS service manager.