|Notice: OSHEAN Help Desk Services Update|
OSHEAN Help Desk Services Update
On December 1, 2014, OSHEAN will be moving its tier one support help desk to GlobalNOC at the Indiana University. GlobalNOC is a highly skilled organization supporting the Research and Education Network community that OSHEAN is a part of. They are also the NOC for Internet2. As such, GlobalNOC is well versed in the technologies and practices of the OSHEAN environment and will bring a level of skills and tools that we feel are of significant benefit to our member base. This project has been underway for a number of months now and we expect little to no transitional support issues for our members as a result of this change. Members will still use the same phone number for support as before (877-390-4563). Email for support will continue to be firstname.lastname@example.org
We are excited about the new capabilities this partnership will bring to the support program for our members. We have jointly developed databases, toolsets and procedures designed to provide high visibility, increased triage accuracy, rapid dispatch and an overall reduction in mean time to repair. OSHEAN internally supports tier two escalation as before.
This move from our current NOC provider, Atrion, is only one piece of a strong and strategic partnership we have with them. We will continue working with Atrion on many new initiatives including member project level work, IT services and equipment supply.
OSHEAN expects a very smooth transition but we recognize you may have questions. We welcome these questions directly to me at email@example.com
Chief Technology Officer