OARnet Support
Problem Reporting
Problem Reporting Process
The Network Operations Center (NOC) is available 24 x 7 to help you with your service. The problem reporting process outlined below describes how service issues are addressed when working with the Network Operations Center (NOC).
Preparing to report an issue
The authorized technical, administrative, or billing contacts from your organization may contact OARnet to report a service issue. The authorized contact will be verified before making any changes to your service.
Please collect as much information as possible about the service issue before contacting the Network Operations Center (NOC). Detailed information may not be available to you regarding the issue, but every bit of information you can provide will help the Network Operations Center (NOC) find and resolve the problem as quickly as possible.
Helpful information to collect before you contact the Network Operations Center (NOC) includes:
- Specific error messages received
- Date and beginning/end time of problem
- Source and destination IP addresses or DNS site names
- A trace route from the source address to the destination address demonstrating the problem
- Trouble ticket number if you are contacting the Network Operations Center (NOC) on a previously reported issue.
How to contact the Network Operations Center (NOC)
The Network Operations Center (NOC) is always available to help you with your service and may be reached via phone or email.
1-800-627-6420
support@oar.net
How to track issues
Every call or email into the Network Operations Center (NOC) is logged into our Remedy Action Request System. The system generates a tracking number, which will be given to you when a problem is reported, and provides a database for monitoring, communicating, and escalating issues within OARnet operations.
How issues are escalated
The technical, administrative, or billing contact(s) of record from your organization may request escalation of an issue at any time. If an issue remains unresolved, it will be escalated from the current level to the next higher level within OARnet in the following manner until it is resolved. You may also request an escalation of your problem until you feel you are satisfied. Escalation requests can be made through the NOC and your issue will be escalated through the following levels.
Levels of escalation
- Network Operations Center (NOC) Shift Supervisor
- Network Operations Center (NOC) Manager
- Operations Manager
- Director of Networking & Operations
- OARnet Director
When an issue is escalated, the person the issue is escalated to is to contact the client within 30 minutes of receiving the escalation to let the client know the escalation has been made and the current status of the ticket.
Post-mortem review of an outage
Please contact the Network Operations Center (NOC) with the trouble ticket number for the status of a service issue. System-wide outages and their resolutions will be noted on our outages website notice.oar.net.
When visiting the website, outage information may be found in the Planned Maintenance, Current Outages, and Security/Virus Advisory sections. Outages will be reported within two days on the website. It is the responsibility of the Network Operations to provide outage notifications to our clients either through notice.oar.net, direct client contact, or both.