N-Wave NOC Service Desk is staffed 24 hours a day, seven days a week, all year long (24x7x365) and responds immediately to all incidents reported to the N-Wave NOC or when alarms are noticed on monitoring systems. Service Desk technicians will begin immediate problem assessment and analysis to identify the severity of the issue to include the following:

• Initial Problem Assessment
  • Collect customer contact information
  • Collect circuit, network device, customer/network impact information, service(s) affected information
  • Check monitoring tools
  • Reconcile scheduled maintenances
  • Collect traceroute, ping, router information, ect.

• Create and assign trouble ticket to engineering
• Contact is assigned round-robin style through either the on-call engineer or Network Planning Team (NPT) engineer

NOTE: Since critical issues require faster response times for notifying engineers, some of the information above may be added to the ticket after initial ticket assignment.

Requesting Assisting from N-Wave NOC

To request assistance from the N-Wave NOC, access the N-Wave Request Form:

N-Wave Request Form offsite link