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17. How (and by whom) is service user being contacted after service is activated?
E.g. the person who contacts the service user by email, phone call, etcOn national-level tenancy, the contact details for the NRO are recorded in the eduroam Database. They would be contacted by eduroam OT in case of need.
On institution-level tenancy, the contact is between the respective NRO personnel and the eduroam IdP administrator. eduroam OT does not interfere with this local communication.
Service-wide announcements are done using an information window on the front page of the web interface ("Message of the Day", MOTD).
18. Is there a person or team in charge of closing the service user order?
E.g. after the service is activated, a person who is providing closing or management reportNo, as the signup process is entirely self-service.
19. How is service user satisfaction being validated?
E.g. survey to check if the delivered service meets service user expectationsThe service collects ongoing statistics about usage and uptake. Also, there is a user mailing list where both positive and negative comments can be put forward.