1. 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.

2. 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

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

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

5. 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!