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Support

Advanced Networking

Find all the contacts and support materials you’ll need for advanced network services delivered over the Internet2 Network.

Contacts & Escalation

The Internet2 Network NOC is reachable 24 hours a day, 365 days a year.

Escalation:

  • Service Desk (noc@net.internet2.edu, 317-278-6622)
  • Service Desk supervisor on-call
  • Service Desk Manager
  • Chris Robb, Internet2 Director of Network Operations (chrobb@internet2.edu, 812-345-3188)

Non-critical, high-priority issues are at a 4hr/12hr escalation interval. Normally, issues don't reach this level, though, and 1d/3d is normal for non-informational tickets.

Internet2 Network Diagrams and Live Traffic Maps

Internet2 Network Maintenance/Operations Calendar

Network Status

Reporting

Network Performance and Configuration Tools

Network Policies

All network policies can be found at www.internet2.edu/policies/#network.

Cloud Services & Applications

Find general support for Internet2 NET+ cloud services and applications. For services not listed here, find support information in the service documentation for each particular service. Have questions about the Internet2 NET+ initiative? Browse through our Frequently Asked Questions.

Contacts & Escalation

For all general Internet2 NET+ service inquiries, please email netplus@internet2.edu

If you a user of a NET+ Service (not listed below), please contact your university IT Help Desk.

If you are an administrator of a NET+ Service (not listed below), please contact the NET+ Service Provider.

For issues regarding service delivery over the Internet2 Network, please see Advanced Networking above.

Duo

For Duo Security Partnership information, see http://www.incommon.org/duo/ or email admin@incommon.org.

If you experience problems or an outage, please contact Duo Security support as described at https:/www.duosecurity.com/support. This will be helpful for you and also for Duo.

Duo also has a handy tool to help determine if the problem is something just hitting your site, or something that's affecting everyone: http://status.duosecurity.com/

Also consider joining the InCommon mailing list specifically for InCommon Duo Security participants. See https://lists.incommon.org/sympa/subscribe/duo-users.

For other technical questions about Duo, see https://www.duosecurity.com/support.

SIP Program

Hosted PBX (Aastra) – Aastra Customer Technical Support: (877) 846-5536

SIP Trunking (Level 3 Communications) – Level 3 Customer Service: (877) 4LEVEL3

Video Services

Support Requests: video-support@internet2.edu

Trust, Identity & Middleware

Find support for InCommon and InCommon services as well as middleware products like Grouper and Shibboleth.

InCommon Services

InCommon Federation

InCommon Certificate Service – See http://www.incommon.org/certificates/support.html.

Assurance Program

Multifactor Authentication Program – Please see appropriate service under Cloud Services & Applications.

Middleware Products

Please see each product page for documentation and support information related to that particular product.

Other Inquiries