This page is holding information about L1, L2 and L3 user support, the way it is set up, who is providing each level of support and relating documentation. RESPONSIBLE: Information provided here is initially populated by the development team (during the transition phase), and revised based on the need or periodically. |
User support is provided through the contact email help@eduroam.org. All enquiries sent to this email are forwarded to the TTS system and are further processed by L1 the support. L1 support is the first point that receives and processes all emails that reaches the user support address. They are responsible for responding to all enquiries that can be served with a FAQ list that is prepared for L1 support by eduroam-OT. Other enquiries that can not be served by L1, are forwarded to the L2 support.
Can we use this wiki for keeping the FAQ that L1 uses?
L2 & L3 user support is provided through eduroam-OT, via email address eduroam-ot@lists.geant.org. They are responsible for fulfilling user support enquiries that are forwarded from L1 support, but also to the enquiries that are sent directly to this contact. NRO personnel have the exclusive right to contact the eduroam-OT directly.