Report a problem with a service

1. From the service that is misbehaving, choose Report a problem, or open Support & Changes and choose New. Starting from the service fills in the location, account number and circuit ID a carrier will ask for.
2. Say what is happening and how bad it is. Severity decides how the ticket is chased.
3. Add the provider's ticket number once you have called them. It stays on the ticket so anyone can quote it.
4. Work the ticket to resolved. Every update is kept with who wrote it and when, and the escalation contacts for the provider are one click away.

Before anyone calls

Circuit Watch can open the ticket for you: a watched internet circuit that stops answering for two minutes gets a ticket on its own, and the outage length is logged for an SLA credit claim.