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Repair Requests

Many organizations on campus have a staff member in their business office who coordinates phone requests. You may want to ask this person to report your line problem(s).Working with a designated staff member is particularly helpful when more than one phone line in an area is without service.

Telephone Support Providers

Just as most schools and centers have Local Support Providers, or LSPs, to address computing questions and problems, departments with PennNet Phone also have Telephone Support Providers, or TSPs, to address questions and problems regarding PennNet Phone Service. For some departments, your LSP will also be your TSP; in others, you TSP may be another staff member, or even your BA. If you are not sure who your department's TSP is, contact your BA for more information.

How to Request a Repair

To request service repair, follow the instructions in the table below.

New!

You can review the current status of open Traditional Phone and PennNet Phone repair requests using the new My Service Requests feature. Any open or recently closed tickets that you reported will be listed for you with details regarding troubleshooting each problem. Any feedback you have in regard to this service would be greatly appreciated.

Service Form Completed by
Traditional Phone Traditional Voice Support Form Faculty/Staff
PennNet Phone* PennNet Phone users should report service problems to their Telephone Support Provider (TSP). If a TSP has a PennNet Phone support problem that they cannot repair, they can report the problem through the PennNet Phone Support Form. Telephone Support Provider
Traditional Voice Mail Submit all requests using Online Forms Faculty/Staff
PennNet Phone Voice Mail To report Voice Mail service problems, contact your TSP. TSPs should report Voice Mail problems to the Provider Desk. Telephone Support Provider
Call Center Call center agents should report all service problems to their supervisors. Supervisors should contact ISC's Provider Desk to report problems. Call Center Supervisor

* PennNet Phone is a standard networking service that falls into the P4 support category offered by ISC Network Operations. The Standard Service Level Agreement for this service guarantees a resolution (or a workaround until a resolution can be found) to any P4 problem by the next business day.

 

Page updated on October 24, 2013



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