Support (helpdesk and NOC)



Helpdesk

The support group — AMUCG helpdesk — is available at all times to the faculties of the University of Montenegro, other institutions connected to AMUCG and individual users. Within the helpdesk, the following types of support are possible:

  • providing basic information about the use of the service,
  • acceptance and registration of service problem reports,
  • providing technical assistance in solving problems,
  • if necessary, if the problem escalates, we provide a higher level of support from our engineers in the computer-communication or information technology sector..
NOTE: Individual users can contact the AMUCG helpdesk only regarding services for individual users (email, proxy, dial-up, etc.). Problem reporting and contacts regarding services for institutions can only be made by authorized technical persons of faculties and other user institutions (network and system administrators).
In cooperation with the AMUCG NOC (Network Operational Center), the AMUCG helpdesk also carries out the following regular activities:
  • permanent monitoring of infrastructure and service functionality,
  • proactively informing users about perceived problems,
  • monitoring anomalies in the structure of network traffic, which are usually a manifestation of security incidents (eg virus activity, network scanning, DoS attacks, etc.),
  • accepting external security incident reports,
  • transmission of information about security incidents to users - participants of the incident..
Contact:
Email: helpdesk@ucg.ac.me 
Telephone: +382 20 414 282
Working hours: 9 a.m. -4 p.m.

NOC (Network operation center)

In addition to the general first-level support provided by the helpdesk service, the NOC team (Network Operation Center) provides second-level support for network maintenance and development.
These activities relate to the network and network services, and include, among others, the following:
  • technical maintenance,
  • solving more complex problems and specific requirements,
  • monitoring and improving performance and quality of work,
  • implementation of traffic exchange with other networks and domestic providers,
  • implementation of security policy and principles,
  • cooperation with NOC teams of other networks,
  • planning, improvement and development of network and network services.

Administrators at faculties


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