Call (202) 715-3733
Email Voice Support
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 24x7.
Data issues are forwarded automatically to the DC-NOC, which monitors the network 24x7 and provides immediate response along with DC-Net Tier 3 network engineering support.