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LSVNP support includes the following components:
Please read the support overview, as well as the descriptions of the available services.
Distributed Support Overview
LSVNP uses a distributed support model. This means that the host site coordinator at each institution (Georgia Tech, NYSERNet, University of Tennessee, & UNC-Chapel Hill) will train and troubleshoot with technical and administrative leads for each project, who in turn train and troubleshoot with those within their project. Then, if a project participant experiences a problem, she or he goes first to the technical or administrative lead (see Participating Sites for contact information on the leads). The technical or administrative lead can take this problem to the host site coordinator at the institution. If she or he is unavailable, the problem can be phoned in to 919-962-HELP. Help calls should be placed ONLY by technical or administrative leads or by the host site coordinator. In the event that a host site coordinator at an institution needs assistance, she or he should log a Remedy ticket.
LSVNP Project Web Site
The first source of information for LSVNP is the web site. Information on how to dial, data sharing, purchasing, and a host of other issues can be found there. This site is being continually improved and updated to meet user needs. The LSVNP web page administrator (Tim Poe) should be contacted in the event that information at the site needs to be added or modified.
LSVNP Project Listservs
LSVNP has created a series of lsitservs. Please see the contacts page for a complete listing. Then select the appropriate listserv for your need. We encourage use of all of the listservs, and especially lsvnp_all@lsitserv.unc.edu . By reaching out to others in the LSVNP community, you not only gain the expertise of everyone in the group, but you also help others who may have questions similar to your own.
LSVNP Technical Leads
The technical lead should be the first point of contact for all end users. Technical leads have been trained by host sites and should be able to answer basic questions about dialing, multipoint conferences, datasharing, and troubleshooting. A listing of all of the projects, along with technical leads can be found at the Participating Sites link. Only technical leads are authorized to contact host sites and call the help desk.
LSVNP Host Sites
The four LSVNP Host Sites (Georgia Tech, NYSERNet, University of Tennessee, & UNC-Chapel Hill) are contacts for project technical and administrative leads. In the event that a technical or administrative lead has a question or problem (either from her/himself or from an end user), she/he should contact the appropriate host site. Host sites for the projects are identified at the Participating Sites link. Contact information on the individuals for each host site can be found at the Contacts link.
LSVNP Helpdesk Service
In the event that there is a technical problem, and the host site cannot be contacted, technical and administrative leads are authorized to call 919-962-4357. An individual will write down the problem you are experiencing and the appropriate personnel will be notified.
