Who do I contact when I need technical assistance with an operational issue?
If you are an existing ExteNet customer, begin with a call to the ExteNet NOC, available 24x7x365 at 866.892.5327, or for non-urgent issues, email firstname.lastname@example.org
If you are an existing Hudson Fiber Network (“HFN”) customer, please contact the HFN NOC, also available 24x7x365, at 888.436.3690, or for non-urgent issues, email email@example.com
How do I contact the ExteNet NOC if have an operational issue or question?
Begin with a call to the ExteNet NOC, available 24x7x365 at 866.892.5327, or for non-urgent issues, email firstname.lastname@example.org
How long will it take to get a response?
The ExteNet & HFN NOC is staffed 24x7x365 so telephone calls are answered live, typically with minimal hold time. Email inquiries are generally responded to within 24 hours.
If I open a trouble ticket with the ExteNet or HFN NOC, how do I get updates on the status of that ticket?
Once a ticket is opened an email notification will be sent to the party requesting support. ExteNet NOC and management contacts will also simultaneously receive the same notification. As updates to each ticket are made, update emails will also be sent to those same recipients.