JANET Web Filtering Service Contact Details
JANET Service Desk | Fault reporting and technical support
JANET Service Desk
The JANET Service Desk is staffed from 08:00 - 18:00 Monday to Friday and is covered by an answering machine outside these hours. All enquiries are dealt with in accordance with JANET(UK)'s Service Level Agreements (SLAs).E-mail (preferred): service@ja.net
It is helpful to include the abbreviation ‘JWF service' in the Subject field of any mail message.
Telephone: 0870 850 2212 (UK)
Fax: 0870 850 2213
Contact the JANET Service Desk to:
- register to use the JANET Web Filtering Service
- change the organisation's contact details
- comment, ask questions or make complaints about the way the service works, the level of service received, or the documentation for the service.
Fault reporting and technical support
The service will be monitored 24 hours per day. In the event of any disruption to the service during working hours the Service supplier, RM, will respond to any such service failure within 1 hour of notification (provided that notification is received before 4.00pm Monday – Friday, excluding public holidays). RM will respond to service failures detected outside working hours, but without any guarantee of response time, other than it will be within 1 hour of the start of the next working day. Back-ups of all updates will be made every 24 hours.
The RM Support Service is available from 08:00 – 18:00 Monday to Friday.
Telephone (preferred): 0845 123 7821
E-mail: JWebfiltering-support@rm.com
If an organisation's web service is not working properly, it is strongly recommend that it contacts their network manager in the first instance, to help diagnose where the problem lies. For instance, are other JANET services working properly? Otherwise contact RM if:
- there is believed to be a technical problem with access to the service
- the local filtering list cannot be updated
- the filtering list is not working properly.