Network Control Center

For Zayo Network Control Center & Repair please call

 

(866) 236-2824 (Opt 1)

We measure our success by the satisfaction of our customers.  We strive to establish meaningful, long-term relationship with our customers and believe that providing superior, proactive, reliable and responsive services will allow us to achieve that. 

Quick Facts:

  • Built to provide greater than 99.999% availability
  • Fully redundant infrastructure
  • The industry’s best standards for fiber cable installation
  • SONET protected transport layer
  • Seasoned industry field and management team
  • NCC is located in Tulsa, OK (Failover capability in Allentown, PA)
  • Provisioning, Test and Acceptance functions reside within the NCC

 

Customer Satisfaction

  • Coordination of events with cross-departmental internal teams, 3rd party and Zayo customers
  • Communication with customer before, during and after scheduled maintenance activities
  • Monitoring of maintenance implementation to ensure successful implementation & completion to satisfaction
  • Weekly internal cross-functional stringent operational reviews are used to identify opportunities for improvement in processes, training or technology

 

Escalation Procedures:

  • Aggressive internal and external escalation procedures
  • Issues impacting top 25% customers paged out immediately
  • All service impacting issues >2 hours old paged out to upper management team every hour until resolved
  • Customers can request escalations outside of standard LEC intervals, directly reaching the NCC management or executives at any time.

 

Network Surveillance, Repair and Maintenance

  • 24/7/365 monitoring of Zayo network facilities & electronics
  • Proactive identification of network faults and customer circuit troubles
  • Rigorous network maintenance process to support robust network & prevent potential outages
  • Severity classification of maintenance activities (PSA-L, PSA-H, SA) by risk of service impact

 

Hazardous Condition (HazCon) Process

  • Communication of network risks to internal teams and customers
  • Aggressive response to network threats through prestaging of equipment and personnel for forecasted events (e.g. weather) and immediate engagement of fix agents (Field Operations, Engineering, Tier III) for network issues that could potentially result in an outage if a secondary network failure occurs
  • HazCon level designated by level of risk (with Level 1 being the highest)
    • Level 1:  Outage imminent without intervention
    • Level 2:  Loss of protection / redundancy; outage may occur with subsequent events
    • Level 3: Heightened alarm due to threatening conditions