Seções
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Frequently asked questions

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Connectivity

1 - Whom shall I report problems in the circuit of my institution to?

Downtimes, degradation or any other issue in the institution’s network shall be reported to the RNP Service Desk by the service channels:

- Phone/WhatsApp: 0800 722 0216

- E-mail: atendimento@rnp.br

2 - Who can open a call regarding the internet circuit of my institution?

Only authorized contacts may perform the opening. If you are the institution technician in charge, please forward the request for inclusion in one of our service channels:

- Phone/WhatsApp: 0800 722 0216

- E-mail: atendimento@rnp.br


The team will make negotiations of the incident and, when solved, will give feedback to the institution.

3 - I would like to make changes (activation, deactivation, change of address, band increase) in the circuit of my institution. How to proceed?

Our team of Customer Relationship is responsible for making all adjustments with the institution. If the institution manager does not have direct contact with this team, please send your request to the Service Desk team by the service channels:

- Phone/WhatsApp: 0800 722 0216

- E-mail: atendimento@rnp.br

Your request will be registered and forwarded to the Customer Relationship team.

4 - How to connect my institution to the Ipê network?

Please access the website https://www.rnp.br/sistema-rnp/faca-parte.

 

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Services

1- What does my institution need in order to use RNP services?

For using the services provided by RNP, the institution is required to carry out the accreditation process. For this purpose, simply send an email requiring the accreditation with RNP to atendimento@rnp.br.

2- My institution already has access to CAFe, so I can already use eduroam?

For using eduroam, it is not necessary to carry out the service integration process. After this process is completed by the institution, the registered users will be able to freely use the service. Remind that CAFe is a prerequisite for integration to the eduroam.

3-I forgot my CAFe password. What shall I do?

To change and/ or reset your CAFe password, you will be required to seek the local support of your institution, as only they will have the due access to change or reset your password.

4- How much shall my institution pay to use RNP advanced services (Web Conference, CAFe, eduroam, etc.)?

To change and/ or reset your CAFe password, you will be required to seek the local support of your institution, as only they will have the due access to change or reset your password.

5- I had trouble accessing eduroam in an institution I am not a member of. What shall I do?

First of all, it is very important that you seek support from the institution to which you are. The local support team will check if there are internal issues in the institution that might affect service usage. If the issue continues, contact us by RNP Service Desk by the service channels:

- Phone/WhatsApp: 0800 722 0216

- E-mail: atendimento@rnp.br

 

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Security

1 - How do I recover my password to access SGIS?

The password may be recovered in the option “Password Recovery” which are located on the main page or at https://sgis.rnp.br/accounts/password_reset/.

2 - How do I get SGIS access to handle notifications from my institution?

To access SGIS, it is necessary that the administrator (please inform the administrator who is registered to the respective institution in the SGIS), please submit the data (Full Name, Institutional E-mail, Phone, and Role) to cais@cais.rnp.br.

3- Which NTP server does CAIS recommend to use?

We guide you to use the servers implemented by CAIS. Find below the available NTP servers:

- ntp1.pop-df.rnp.br (stratum 1)

- ntp.cais.rnp.br (stratum 2)

4- Does CAIS have any information security support material?

Yes, this material is available on the RNP’s website, which may be accessed at https://site-publico.rnp.br/sistema-rnp/cais.