Support (helpdesk & NOC)
Helpdesk
Support group – RCUB helpdesk – is available at any moment to the Belgrade University faculties, other institutions connected to AMRES and individual users.
RCUB helpdesk offers the following support to its users:
- Providing basic information on the use of RCUB services
- Accepting and documenting notifications on RCUB services’ work
- Extending technical support in solving a problem
- When necessary, if the problem escalates, we offer a higher level of support from our engineers in the computer and communication or information sector
NOTICE: Individual users can contact the RCUB helpdesk only on the matters of individual users services (email, proxy, dial-up, etc.). As for institutions, only authorized technical personnel (network and system administrators) can report problems and make contact regarding the services.
In cooperation with RCUB NOC (Network Operational Center) and CSIRT team, RCUB helpdesk also conducts the following activities:
- Permanent monitoring of the infrastructure and services functionality
- Proactive reporting to the user on observed problems
- Generating and sending the SLA reports on communication connections and services
- Monitoring anomalies in the network traffic structure, which are usually a manifestation of security incidents (e.g. virus activities, network scanning, DoS attacks, etc.)
- Accepting external notifications on security incidents
- Forwarding the information on security risks to the RCUB user – incident participant
Contact:
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: +381 11 303 1258
Work hours: 0 to 24h
NOC (Network operation center)
In addition to the general support of the first level, which is provided by the helpdesk service, RCUB NOC team (Network operation center) conducts the second level of support on network maintenance and development.
These activities refer to the network and network services, and they consist of the following:
- Technical maintenance
- Solving complex problems and specific requests
- Monitoring and improving work performances and quality
- Realization of the traffic exchange with other networks and local providers
- Implementing the security policies and principles
- Cooperating with other networks’ NOC teams
- Planning, improving and developing the network and network services
Contact: This email address is being protected from spambots. You need JavaScript enabled to view it.