Support

Our Network Operations Center (NOC) is staffed 24/7/365 to handle any issues with your services.

Contact Methods

When to Contact Support

• P1: Complete service outage affecting production traffic
• P2: Degraded service (packet loss, high latency, intermittent connectivity)
• P3: Minor issues not affecting production (monitoring alerts, informational)
• P4: General requests, questions, or configuration changes

Escalation Path

If you feel your issue is not being addressed appropriately, you can escalate:

1. 1
   NOC Shift Lead

   Request to speak with the on-duty shift lead

2. 2
   NOC Manager

   Available during business hours, or on-call for P1s

3. 3
   Account Manager

   Contact your dedicated account manager for commercial escalation

Information to Provide

When contacting support, please have the following ready:

• Your account ID or company name
• Affected circuit or service ID
• Description of the issue
• When the issue started
• Any error messages or diagnostic output
• Steps already taken to troubleshoot

Customer Portal

The customer portal provides self-service access to:

• Open and track support tickets
• View service status and maintenance calendar
• Access traffic graphs and usage reports
• Manage contact details and notifications
• View invoices and billing history