The academic community that uses the Ipê network infrastructure shall be able to use the first-class attendance of RNP Service Desk, in case of support to the connectivity services. Therefore, the user institutions may call number 0800 722 0216 or send an e-mail to sd@rnp.br, and thus open a call and have their request attended.

The new model advantages includes the complementation of the Points of Presence (PoPs) operation, the quickness to open a ticket, the 24/7 availability and the service standardization.

“The new service implementation shall be made by stages and places. The institutions from the state of Alagoas were the first to use it. The launch in the state was made on March 23”, explained the Department Manager Francisco Júnior. Four other places shall have the first connectivity attendance made also by the Service Desk by the end of 2015: the states of Tocantins, Sergipe, Paraná and Rio Grande do Norte.

In order to ensure excellence, the Service Desk follows the best Itil (Information Technology Infrastructure Library) practices, created in the late 1980s, to be applied to the IT service management, and the HDI (Help Desk Institute) methodology, from the largest association in the world of client support market professionals.

Service Desk operation

The Service Desk is already providing first-class support to RNP advanced services to the academic community, with a qualified and specialized support team. Their duty is not to replace the support provided by the PoPs, nor the one given by the client institutions, but to assist the technical support of such organizations to have information, in case of occasional technical demands or complaints regarding the quality or unavailability of a certain service.