Network Incident Management (IRIS-NOC)

RedIRIS manages a communications infrastructure based on dark fibre and the latest optical equipment in addition to high capacity switching and routing equipment for access and core. Various connectivity services and technologies for connecting to private networks are provided on this infrastructure, including: 10G point-to-point transport service, VPNs service, and global IP connectivity service.

The network department is responsible for operating and managing this infrastructure, putting the various services into production and performing engineering and planning work through various staff teams.

The day-to-day management of the network is performed by the OPS (OPeration and Support) group, which is the first point of contact for reporting incidents, making requests and asking questions. It is available 24 hours a day, every day of the year.

It performs the following functions:

  • Monitoring the IP backbone network and the various level 2 networks, and managing any incidents that occur on them
  • Addressing and managing incidents and user requests
  • Performing the first-line analysis of the problems detected and reported
  • Channelling incidents and requests they are unable to resolve to other teams in the department
  • Creating and maintaining network trouble tickets regarding incidents and programmed work
  • Performing basic configurations on the networks described above

Affiliated institutions may use the following contact information to get in touch with OPS:

OPeration and Support (OPS)

  • Hours available: 24 hours a day, every day of the year (24x7x365)
  • Email: iris-nd @ rediris.es
  • Telephone: +34 91 203 28 25

If it becomes necessary to escalate an incident, contact the Network Operation Centre (NOC), which is available during normal working hours. Contact telephone numbers and times available are as follows:

Network Operation Centre (NOC)

  • Times available:
    • Monday to Thursday from 08:30 to 17:00
    • Friday from 08:30 to 14:00
    • Summer timetable (from 16 June to 15 September): from 08:00 to 15:00
  • Telephone:
    • +34 91 212 76 20 / 25
    • +34 629 148 201

Communication regarding these services is additionally made through two co-ordination lists: IRIS-TICKETS (notification of incidents and scheduled work that could affect the service) and IRIS-IP (information and co-ordination of RedIRIS connectivity services).

More information