Please use your best discretion in defining an emergency. An emergent situation is generally defined as a complete network outage, power supply issue, connectivity or DNS issue, or any other problem that does not appear to have been caused by your own equipment or network.
The best method of contacting the OSSC during an emergency situation is to create a Service Trouble support ticket via the in\site platform. If in\site is unavailable, please call (800) 553-1829 as mentioned in this Handbook. The OSSC will be able to assist you in reaching a member of Site or Network Operations.
Please detail the following information below to the OSSC Specialist that takes your call:
- First and Last Name
- Company of Record
- Data Center Location
- Identity Verification Challenge Information
- Preferred Contact Method
- Support Priority (Service Trouble or Standard Support)
- Service Type (Site Operations, vX\Defend, in\site, etc.)
- Description of problem and technical support required
A vXchnge Technician will begin investigating your support ticket using the information you provided above. The Technician who received your emergency request created using in\site or by the OSSC will then contact you for more information or provide an update on the status of your support ticket.
In the case of a Service Trouble customer request, the Specialist is instructed to request immediate assistance from an available member of Network or Site Operations who will engage their Operations Manager per the defined escalation procedures. The Operations Manager will be kept abreast of the problem and its status at all times during the resolution process.