Integrated Service Desk

Our Service Desk performs the first level service to the services provided by RNP, with a specialized support team available 24 hours a day, seven days a week. The service is done through free and national connection, by email or via WhatsApp and Telegram.

The objective is to serve as a point of contact and to help the technical support of the client institutions to have a faster response to membership, scheduling, information, specific technical demands or complaints about the quality or unavailability of any service. It works in cooperation with the RNP Points of Presence (PoPs) and internal technical teams, in order to meet with excellence and exceed the expectations of our clients.

The demands related to the following advanced services are met: CAFe, Web Conference, eduroam, Filesender@RNP, fone@RNP, ICPEdu, Telepresence, Live TV and video signal transmission, Video on Demand, Videoaula@RNP and Videoconference and also demands the first level of information security and of the services for experimentation Cipó and GidLab.

Integrated Service in Connectivity

The Integrated Service is an initiative that aims to improve the service provided to the connectivity service of the PoPs institutions. It consists of integrating the specialized teams to the Service Desk, which in turn accomplishes the standardization in the attendance, counts on a dedicated team 24 hours a day, seven days a week and offers greater celerity in the opening of the calls.

Currently, 11 PoPs are already part of this model: Acre, Alagoas, Ceará, Federal District, Pará, Paraná, Rio de Janeiro, Rio Grande do Norte, São Paulo, Sergipe, Tocantins. The expectation is that all 27 PoPs are part of this service.