On June 1, 2000, OCTO initiated its new and improved DCWAN Support Center. The DCWAN Support Center provides warranty, contacted, or billable technical assistance with internetworking devices, and monitors the service problem from initial call to closure. The DCWAN Support Center scales technical support operations on a city-wide basis, and carries a roster of 6 support engineers, including CCNP and CCDP Cisco Certified Internetwork Experts (OCIEs), Microsoft Certified Systems Engineers (MCSE), and Master Certified Novell Engineers (MCNEs). The DCWAN Support Center's staff offers years of experience with every element of the DCWAN and all aspects of data communications networking technology.
For streamlined response and efficiency in customer assistance, the entire DCWAN Support Center uses the same call tracking system. Each call to the Support Center is assigned a priority level by the customer, and the call's progress is closely monitored until resolution. For service issues that need closer attention, the Support Center provides a formal system of escalation. This type of support infrastructure coupled with the escalation process ensures customer satisfaction and has proven beneficial.
For more information, please read the DCWAN Support Center User's Guide or contact the WAN Support Center at (202) 727-2282 or email.