This escalation procedure may also apply to installation of new customer services. If Intermedia has determined that the problem is due to customer equipment or premises wiring changes, escalation procedures may be halted. Individual Customer Network Outage 1. Intermedia NOC technician immediately detects alarm which indicates that a customer's circut is down. Technician ascertains if trouble is isolated to an individual client.
Clock starts for outage.
If outage is not customer initiated, open trouble ticket and begin diagnosis on CPE vs. network failure. Ongoing trouble log update. Record vendor trouble ticket number. On switched leased line customers, with DNCC technician on line, ascertain if DNCC sees LMI on line. If not, request dispatch on circuit.