FAQ

The questions below are those most often put to the Support Service. If your question is not answered here, submit a request or write to contact@support.gov.vin.

How do I get access to a shared service?

Access is granted to staff of member organisations by their own administrator. If your organisation is a member and you do not have an administrator, submit a request under the category Access and state the system you need and the email address the account should be registered to.

Who do I contact about an outage?

Report an outage to the Support Service under the category Connectivity, giving the site affected and the time the loss of service began. Planned maintenance is announced in advance to member administrators; an outage that is not listed as planned is treated as an incident.

How do I report a security incident?

Security incidents are handled by the Department of Defence of the Velocity Interoperability Network, not by the Support Service. Report them directly to the Department by the emergency channel published to member administrators. Do not include details of an incident in a support request.

How does an organisation become a member?

Membership is administered by the Registry of the Velocity Interoperability Network. An organisation applies to the Registry, is assessed against the membership criteria, and on acceptance is issued a registry entry and a member administrator account. The Support Service cannot accept membership applications.

Where are the Network standards published?

The interoperability standards, compatibility marks and certification procedures are published by the Standards Office of the Velocity Interoperability Network. Questions about the interpretation of a standard may be submitted to the Support Service under the category Standards and will be referred to the Standards Office.