Contact DC-Net Support Services at 202-715-3733 for:
- Trouble issues (24 hours a day, 7 days a week)
- Product information and service order requests (8:30 am to 5:30 pm Monday through Friday)
When you place a help desk request, a trouble ticket is generated and passed to the responsible team in DC-Net. You are then contacted regarding the status of your request and its final resolution. Non-emergency requests during off hours are handled during the next business day. Emergency requests during off hours are handled in coordination with the DC-NOC within two hours.
Tier 1 – 3 technical support is standard for all voice, wireless access point, and video teleconferencing services on supported endpoints. Ask for information regarding telephone moves, adds, and changes.
- Voice Tier 1 Assistance – Non-critical issues. Field technicians are available during work hours.
- Voice Tier 2 and 3 Assistance – After hours support. Inside voice and data engineers and select group of field engineers are available 24 x 7.
Data issues are forwarded automatically to the DC-NOC, which monitors the network 24 x 7 and provides immediate response along with DC-Net Tier 3 network engineering support.