Follow

NOC 24/7 Help Desk

The AARNet Network Operations Centre (24x7 NOC) Help Desk is a service for AARNet customers and partner organisations, to report network faults and conditions that may be affecting network performance.

Staff and students should contact the network managers at their own institution or organisation if they are having difficulties.

The NOC is attended 24 hours, seven days a week (24x7) by AARNet staff, who will answer your call and respond to email enquiries.

NOC HELP DESK

You can phone us 24 hours 7 days a week

From within Australia:    1300 APL NOC (1300 275 662)

International Callers:     +61 2 6222 3555

Note: In the event of call congestion, or other issues, your call may divert to a back-up call centre.

You may also email the NOC Help Desk which is also monitored 24x7, however, the response is likely to be slower than using the Help Desk phone service.


AARNET'S PROCESS FOR RESOLVING NETWORK ISSUES

A NOC operator will answer your call and request information about the fault:

  • What area are you calling from? (e.g. which State or Territory)
  • Your name
  • Your organisation
  • Your contact telephone number
  • A brief description of the fault
  • Approximate time the fault occurred

The operator will immediately log a trouble ticket and engage the most appropriate AARNet staff member to resolve the fault and you will be called back to discuss the situation further or to let you know that the issue has been resolved. An escalation procedure is in place to ensure that faults are dealt with promptly.