co-ordinates and operates TF-PR Prague 01/02/2007 RESTENA Foundation co-ordinates and operates the very high-speed network RESTENA for the education and research community of the Grand Duchy of Luxembourg. Domain Name Service (DNS) for ccTLD .LU since 1992.

Eligibility to the services university, public and private primary and secondary schools as well as further education institutions public and private research centers libraries and museums hospitals public administrations

Services offered To the institutions: To the end users: network services e-mail services web services support, helpdesk To the end users: dial up and ADSL access e-mail account to the individuals (including pupils in schools!) virtual private network (VPN) webmail support, helpdesk

Focus on technical support provided to both individual users and institutions on homepage: software configuration, FAQ, ... quality helpdesk provided by engineers during office hours

We would appreciate your advice on two points ... Helpdesk how is this managed in your institution? do you provide this service? helpdesk versus FAQ on webpage? inhouse or outsourced helpdesk? User survey and QoS measurement do you know if your users are satisfied with the services? which methodology? your experiences? Thank you!