24/7 SURFnet services help desk

You can report any disruptions and operational measures to the SURFnet help desk. The help desk will log the disruption and coordinate its resolution. Only registered help desk callers from institutions which are connected to SURFnet may contact the help desk.

Available 24/7

SURFnet has a help desk for resolving disruptions to SURFnet services. You can report disruptions to your institution's network and any operational measures to the help desk. The help desk is available to registered help desk callers 24/7, via:

Reporting disruptions and operational measures

You can contact the help desk for the following:

  • to report disruptions to SURFnet services
  • to report any operational measures that may affect your SURFnet connection ('powerdowns' etc.) 

The help desk is not available to resolve disruptions to local institutional networks, or disruptions that are not related to SURFnet services. In such cases, please call your institution's own help desk. If you have any other questions, please contact SURFnet Customer Support, via customersupport@surfnet.nl.

Registration and resolution

The help desk will register the disruption and coordinate its resolution. To this end, it analyses the incoming information and sends it to the right management partners. They will resolve the issue, if required in direct consultation with the customer. In addition, the help desk will ensure that the customer is kept up-to-date on the progress of the resolution.

Only for registered help desk callers

Only registered help desk callers from institutions on the SURFnet network may contact the help desk, via:

The following are registered help desk callers:

  • the institutional contact person (ICP);
  • the institutional coordinator (IC); and
  • the Site Security Contact (SSC).

Additional help desk callers may be registered via the ICP of the institution.

End users are not permitted to report disruptions to the SURFnet help desk, but should notify their own help desk or their ICP.

Questions or complaints

Questions or complaints regarding the resolution of disruptions by the help desk should be directed to SURFnet Customer Support, via telephone: +31-887873000 or e-mail customersupport@surfnet.nl

Latest modifications 16 Jun 2016