OARnet believes effective and prompt customer support is critical to maintaining happy and successful vendor-client relationships. The staff works closely with OARnet's network engineers, systems administrators, web developers and video experts to provide prompt, courteous resolutions to client concerns.
OARnet’s 24x7 support center, with Tier I and Tier II engineering support, provides clients access to outstanding engineering solutions.
For each call or email received, OARnet staff creates a ticket in our customer support system. The system keeps the complete record of every ticket, from the time it is opened until it is resolved. Open tickets are monitored and follow standard escalation procedures to ensure their resolution.
When planned maintenance is scheduled, OARnet notifies each affected site with details on the planned maintenance. This notification is provided through your Gateway Maintenance contacts. Clients with maintenance plans at their site(s) are requested to notify OARnet’s Tier 1 support center if it will affect your OARnet connectivity.
To contact the support center, click here.
Reliable and up-to-date client contact information is imperative to OARnet's ability to resolve outages, keep your organization informed of scheduled maintenance events and enable your organization to request service changes. Clients maintain their contact information for their organization through the OARnet Gateway.