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All issues (incidents) can be reported via the Self-Service Portal, via email, or by phone. All contact methods will generate a ticket and be assigned to one of our many customer service agents.
Lower severity issues (P3 & P4) reported after 8:00 PM ET Monday to Friday and Weekends will be addressed the next business day, this includes updates on existing tickets.
All urgent issues (P1 & P2) must be reported via phone call to our Business Technical Services toll free number below.
When reporting an issue, please ensure that the following information is provided:
- Account Name/Number:
- Name of person reporting the issue:
- Affected Service(s) with details:
- When the issue started:
- What testing has been done so far:
NOTE: The Self-Service Portal is used for monitoring the incident ticket life cycle.
Business Customer Care
Monday to Friday
Business Technical Services
Monday to Friday
|P1||Name||High Impact: Critical Service issue is a failure of a device or service making critical functionality inaccessible or a complete network interruption affecting all users and locations with severe business or financial impact (i.e., fixed as soon as possible).||Everyone|
Low Impact: Minor service issue is failure of a device or service identified by the customer as less critical requiring a less urgent incident response (i.e., must be fixed by the next business day).
For example, an outage of a service or application affecting a low number of users or non-critical users/locations or a service or application with degraded performance.
|P3||Warning||Potential Impact: Warning service issue is the degraded performance of a device or service that needs to be resolved due to its repeated nature but not business impacting. This type of failure if not addressed could become P2 or P1 in the future. In most cases a workaround is available.||A team or group of users|
|P3||Low||No Impact: Application or personal procedure unusable, where a workaround is available, or a repair is possible.||Individual user issue|
Resolve a concern
If you have an outstanding issue, please get in touch with us by calling the numbers above to resolve your concern.
We are committed to customer satisfaction, and we encourage feedback to improve our service. If you've tried unsuccessfully to resolve a concern directly with Distributel, view further options.