Generic Service Support


  1. Objective

  2. Target audience

  3. Introduction    

  4. Incident Classification

  5. Incident registration and verification

  6. Support Tiers

  7. Procedure and workflow

1 Objective

The objective of this procedure is to describe the actions and work-flows involved in Services Support and Incidents for the below NORDUnet operated services

  • Adobe Connect
  • Zoom
  • Kaltura
  • Panopto
  • MediaSite

2 Target audience

The target audience of this document include University IT helpdesks / SME's, NREN NOC, NREN Media Group, and the NORDUnet Media Team and any other party involved in Services Support.

3 Introduction

The below is valid for all Services supplied by NORDUnet to all Nordic NREN’s.

For the service delivery and support to scale there must be a layered support structure in place.

  1. Local organization IT helpdesk or similar
  2. NREN NOC or similar for incident handling and SME and/or product owners for support
  3. NORDUnet

Each level in the support structure has its own roles and responsibilities as described below.

All incidents can be reported 24/7 to NORDUnet, and will be handled according to the Incident Classification.

4 Incident Classification

Tier 1 individually specify their requirements for how incidents are to be reported. Incidents escalated to NORDUnet Media/Tier 3 must contain the information included in the description under “5 Incident registration and verification”. 

Incident Classification and actions



Critical/P1 Should be reported by phone / email as soon as possible to NREN/Tier2

Incidents that cause loss of service or continuous instability of mission critical functionality and have no workaround.

Tier 1 to classify

Major/P2 Should be reported by email - will be attended to during business hours

Incidents that are impairing, but not causing loss of service or loss of mission critical functionality. Intermittent issues that affect mission critical functionality.


Minor/P3 Should be reported by email - will be attended to during business hours

Issues that are not impairing / interrupting the service or any mission critical functionality. Single users or groups could be affected.


Informational/P4 Should be sent by email - will be read during business hours, no Trouble Ticket will be raised

Information requests.

Standard questions on configuration or functionality

Cosmetic defects, and feature requests



Business hours shall mean 9-17 Monday to Friday excl. public holidays or as defined by the NREN


 5 Incident registration and verification

Local organization IT helpdesk or similar/Tier 1


Information registration


  • Organization: <name> (needed for reporting to NREN and NORDUnet)
  • Product: <Kaltura, Zoom,,,,>
  • Is the issue affecting the whole service, or a single user or group? (see incident classification)
    • Username(s): <user name>
    • Device info: <ie. MacBook xyz>
    • OS and version: <ie. MacOS xyz>
    • When was the issue first seen? (needed for log debugging etc.)
    • Is the issue associated with functionality that has previously worked?
    • Issue description?



  • Check open issues and planned maintenance activities

  • Can problem be reproduced on another device?

  • Can problem be reproduced using another username?

  • Is problem a known issue (check FAQ)

6 Support Tiers

Support Tier


Tier 1


  • Registration and verification
  • Incident classification
  • If issue is associated with a single user or group and cannot be reproduced on another device or username, the issue should initially be handled by the local organization ie. SME.
  • If unable able to resolve locally, incident to be reported to NREN.

Tier 2

NREN NOC or similar.              

  • Check for alarms or other indication
  • System health check and verification
  • Correlation with other fault reports
  • Incidents to be reported to NORDUnet Media (incident levels P1-3)
  • Support issues to be reported to NREN Media group or product owners (incident level P4)

Tier 3


  • Resolve issue or escalate to provider for resolution.


7 Procedure and workflow