Lanka Internet Services

Support

25.10.2007
Lanka Internet Launches its new website

24.10.2007
LISL plans to introduce Wimax Services in January 2008

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Worldwide



	Hours of Operation Staff on-site: 7:00am - 10:00pm daily On-call operation: 24 Hours Holidays observed via on-call will be announced to our customers several days prior to the holiday. Lanka Internet believes that effective and prompt customer support is critical to maintaining a happy and successful vendor client relationship. The NOC staff work very closely with Lanka Internet 's network engineers, systems administrators, web developers , account executives and marketing executive to provide prompt, courteous resolution to client concerns. For each call or email received by NOC staff, we create a ticket in our Remedy Action Request System. The system keeps the complete history of every ticket, from the time it is opened until it is closed, and maintains a record of every ticket created. We regularly review the open tickets and follow escalation procedures to ensure that all issues are resolved in the shortest time possible. For the latest news on network outages, network notices, and planned maintenance items, please visit the Lanka Internet Network Outages and Maintenance page. When planned maintenance is scheduled, we make every effort to send an email to each affected site with details on the planned maintenance. If maintenance will affect our network as a whole, an email will go out to our customer list with the maintenance details. If you have any maintenance plans at your site, please let us know in advance if it will affect your Lanka Internet connectivity. The Leased Line Statistics section lets Lanka Internet clients look at their own bandwidth utilization and history. If you need assistance, please contact the Lanka Internet NOC at 25995959. You may also email us at support@lankainternet.net.


Problem Reporting Process The OSC Network Operations Center (NOC) is available 24 x 7 to help you with your service. The problem reporting process outlined below describes how service issues are addressed when working with the Network Operations Center (NOC). Preparing to report an issue The authorized technical, administrative, or billing contacts from your organization may contact OSC Networking to report a service issue. The authorized contact will be verified before making any changes to your service. Please collect as much information as possible about the service issue before contacting the Network Operations Center (NOC). Detailed information may not be available to you regarding the issue, but every bit of information you can provide will help the Network Operations Center (NOC) find and resolve the problem as quickly as possible.


Helpful information to collect before you contact the Network Operations Center (NOC) includes: • Specific error messages received • Date and beginning/end time of problem • Source and destination IP addresses or DNS site names • A trace route from the source address to the destination address demonstrating the problem • Trouble ticket number if you are contacting the Network Operations Center (NOC) on a previously reported issue. Post-mortem review of an outage Please contact the OSC Network Operations Center (NOC) with the trouble ticket number for the status of a service issue. System-wide outages and their resolutions will be noted on our outages website notice.lankainternet.net. When visiting the website, outage information may be found in the Planned Maintenance, Current Outages, and Security/Virus Advisory sections. Outages will be reported within two days on the website. It is the responsibility of the OSC Network Operations to provide outage notifications to our clients either through notice.lankainternet.net, direct client contact, or both.

The Network Operations Center (NOC) is always available to help you with your service and may be reached via phone or email...

25995959
support@lankainternet.net

How to track issues
Every call or email into the Network Operations Center (NOC) is logged into our Remedy Action Request System. The system generates a tracking number, which will be given to you when a problem is reported, and provides a database for monitoring, communicating, and escalating issues within Lanka Internet Networking operations.
How issues are escalated
The technical, administrative, or billing contact(s) of record from your organization may request escalation of an issue at any time. If an issue remains unresolved, it will be escalated from the current level to the next higher level within OSC Networking in the following manner until it is resolved. You may also request an escalation of your problem until you feel you are satisfied. Escalation requests can be made through the NOC and your issue will be escalated through the following levels.

Levels of escalation
1. Network Operations Center (NOC) Shift Supervisor
2. Network Operations Center (NOC) Manager
3. Operations Manager
4. Director of Networking & Operations
5. OSC Networking Director