Support Desk
The first call when something afloat or ashore stops behaving. We keep crews, station staff, and the NEREID stack running — from a dropped sensor node to a chiller fault in a holding loop. Raise it early, raise it clearly, and we will have it. Life-support and containment faults override everything.
Raising a Ticket
How to reach us
Open a ticket from the NEREID console (⌘K → "support"), or hail Desk on the ops net. Station staff use the bridge terminal; crews afloat use the secure relay. Never raise an operational detail over open comms.
A good ticket
Asset ID, station or hull, what changed and when, what you have already tried, and a severity you propose. NEREID attaches the relevant telemetry automatically; you supply the human context.
What happens next
The Desk confirms or reclassifies severity, assigns an owner, and starts the response clock. P1 and P2 page the on-call immediately; P3 and P4 queue against published targets.
Severity Tiers
Severity is set by impact, not by who is shouting. Anything touching life-support, containment, or an active operation is a P1 by default until proven otherwise.
| Tier | Definition | Examples | Response Target | Resolution Target |
|---|---|---|---|---|
| P1 · Critical | Life-support or containment at risk; active operation impaired. | Chiller down on a holding loop; comms blackout mid-interdiction; containment breach alarm. | 5 minutes, 24/7 | Continuous until restored |
| P2 · High | Major system degraded; no immediate life or mission loss, but degrading. | NEREID sync failing; redundant pump offline; evidence locker recorder fault. | 30 minutes | 4 hours |
| P3 · Medium | Single non-redundant component or workflow blocked. | One AquaLink node offline; ROV battery not charging; dashboard data stale. | 4 hours (business) | 2 business days |
| P4 · Cosmetic | Minor or cosmetic; no operational impact. | UI label wrong; report formatting; non-urgent access request. | 2 business days | Next maintenance window |
Knowledge Base — Common Issues
Run these first. They clear the majority of P3 tickets before the Desk ever opens them. If a step references a restricted system you are not cleared for, stop and raise the ticket instead.
Node offline
- Confirm the node on the mesh map; check neighbours for a wider outage.
- Power-cycle via NEREID; wait one full beacon interval (90 s).
- If still dark, flag for the next MV Gyre Keeper servicing pass.
Sync failure
- Check the status pill — a stale clock means the node lost the time source.
- Re-auth your console session; let the delta queue drain.
- If sync errors persist > 10 min, raise P2 — do not force-push local state.
ROV battery fault
- Inspect the pack for swelling or contact corrosion; pull it if suspect.
- Reseat on the cradle; confirm the charger reports a handshake.
- Rotate in a reserve pack from pre-staged stores; log the serial.
Chiller fault
- This is a P1 on any holding loop — raise it first, troubleshoot second.
- Switch the loop to the redundant chiller; verify temperature trend.
- Stage the portable chiller for Abyssal Holding; notify Engineering.
Reservoir low
- Check the RO feed and the level sensor against a manual reading.
- Cross-feed from the adjacent reservoir if available.
- Throttle non-critical draws; start RO make-up; watch salinity.
Comms blackout
- Fall back to the secure relay; do not transmit operational detail in clear.
- Confirm whether the outage is local or theatre-wide via Petrel Wing relay.
- Hold to last orders; if blackout persists, execute the comms-loss SOP.
On-Call & Escalation
Support Desk
Staffed 24/7. Owns triage, the knowledge base, and every P3/P4. Resolves the routine and routes the rest.
On-Call Engineer
Paged on every P1/P2. Life-support, vessel systems, and NEREID infrastructure specialists rotate the duty pager weekly.
Duty Officer / Admiralty
Engaged when a fault touches an active operation or a restricted system. Holds authority to pull a hull off station or commit reserve stores.