Technical Support is available 24 hours a day 7 days a week
The following procedures take you through the process of reporting any technical support issues, from first call to successful conclusion.
STEP 1.
Use our online reporting form below, or call to report your trouble. Our escalation process ensures that an SDN representative will be available to take your call.
Please have circuit ID(s) and trouble description when calling.
Network Operations Center Phone: 877.287.8023 Emergency Number 605.334.2994 or 605.334.0652
STEP 2.
NOC personnel open trouble ticket and pull up the design layout record (DLR).
STEP 3.
NOC personnel leave a Network Update Report for appropriate company personnel.
STEP 4.
NOC personnel open trouble tickets with the company in control/responsible for all circuit(s). This includes SDN technicians listed on the DLR. *All pertinent circuit identification information is included in the DLR.
STEP 5.
NOC personnel contact customer to confirm that action is being taken to remedy the situation. If a major outage has occurred and assistance in calling the customer is affected, NOC personnel contact Network Marketing for assistance in notifying all affected parties.
STEP 6.
NOC personnel identify technician(s) primarily responsible for affected circuit area customers.
STEP 7.
The NOC technician, in the role of single point of contact, updates the trouble ticket and directs and organizes restoration activities.
STEP 8.
Escalation procedures are tailored to the severity of the outage as gauged by the customer service impact. Typically, escalation to first level managers occurs within one hour. EXCEPTION: If the trouble ticket is in stop time due to customer request or for reasons warranting the stop time (for testing or monitoring).
STEP 9.
If other carrier technician is not responding in satisfactory manner, NOC personnel will contact the carrier technician every 15 minutes for progress update (responsible technician will assist NOC personnel, if required).
STEP 10.
If other carrier technician is non-responsive for one hour, NOC personnel will start escalation procedures with the non-responsive carrier.
STEP 11.
A loss report is prepared. If necessary, a conference bridge will be established. The bridge phone number will be relayed to the appropriate parties at that time.
STEP 12.
NOC department contacts customer to verify that all trouble has been cleared.
STEP 13.
NOC personnel closes the trouble ticket.
