[Videoconferencing] FYI: [ecs-info] Trouble Tickets Requirements and perfSONAR

[Andrew Daviel]

(I have added es.net to the TRIUMF partner whitelist)

---------- Forwarded message ----------
Date: Wed, 01 Apr 2009 13:11:13 -0700
From: ECS Technical Support <ecshelp at es.net>

Dear ECS Users,

Before submitting your messages to trouble at es.net, please consult with
your local email administrator to confirm that the ES.net domain is on
your email policy exemption list. This will help minimize the chance
for missed communication due to spam or security filters.

Upon sending an ECS tech support request, we respectfully request that
users include the following essential information:

1. ConferenceID (including MCU prefix) or MeetingID (Audio)
2. Start and Stop time of the conference
3. Time Zone
4. Date(s)of known issue
**Optionally you may include further meeting details (Example: # of
participants experiencing the issue, Participant E.164 #'s and IP
addresses, etc.)

Additionally, ESnet is in the process of deploying the perfSONAR
(http://fasterdata.es.net/ps_howto.html) suite of network management
tools which will enhance our ability to troubleshoot network issues
across the backbone that could impact the ECS service. The perfSONAR
network performance data will be combined with the information you
provide to enable ESnet's engineers to gain a holistic view of the issue.

Regards,
ECS Technical Support

Please note: ECS Support is best-effort with operating hours between
8am-5pm Pacific. Real-time support is based on resource availability
and thus is never guaranteed. Early detection and proactive prevention
of problems via testing will help you ensure a positive outcome in all
your conferencing endeavors.