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How support works

The NVCS tiered support model

NVCS provides business hours support to those individuals we have a relationship with, and that can provide us with details on what they want to achieve. AARNet does not have to support necessarily AARNet customer-AARNet customer conferences, but at least one side has to be AARNet connected for us to get involved.

The booking/bridging service relies on the following support structure


  • Tier 1: Eligible End users from a participating organisation must first contact their local AV/IT video conferencing support person to determine if problems are local in nature

  • Tier 2: If problem remains unresolved local contacts would contact the participating Co-ordinator of AV Equipment (CAVE) and if necessary request support escalation from CAVE-l mailing list.

  • Tier 3: If issues still remain unresolved, escalate issue to realtimecomms@aarnet.edu.au where a job ticket will be raised and dealt with by AARNet (if necessary AARNet will escalate to appropriate vendor/expert).

Tiered support model



CAVEs (Coordinators of Audio Video Equipment) are local contacts that deliver video conferencing services at R&E institutions and act as a point of contact for services that rely on access via the AARNet3 network. A current list of local CAVEs can be found on the AARNet wiki page together with organisations' sites details.


If you are a CAVE

  • you can access the CAVE-l mailing list   where NVCS faults are reported and scheduled maintenance announced
  • participate in the annual Real Time Communications Roadshows
  • exchange your knowledge and discuss video related issues via Ozeconferences
  • escalate your video conferencing issue to NVCS where a job ticket will be raised and dealt with by AARNet (if necessary AARNet will escalate to appropriate vendor/expert).

    Contact

  • support<AT>nvcs.edu.au
  • 1300 11 NVCS ( or +61 2 6222 7527)