Support

NET6 Support

NET6 delivers Customer Support via our NOC (Network Operation Centre). As a 24/7 fully monitored operation, we will be aware of any issues to the service and will react in many cases before the customer. As well, we can customize our support model to work with your business. Each support engagement is carefully documented to ensure that our commitments are understood and achieved. All support services are tracked through a trouble ticket system and will be reported back to our customers by email or telephone based on customer requirements and system availability.

Responsibility for monitoring all internal systems and process belongs to the NOC who will deploy our core team of technicians and engineers based on priority. Traffic will be re-routed based on the current and future (projected) conditions.

Accessing Support

All customers are encouraged to contact us at 1-866-975-7778, so we can best understand the issue. This will determine the queue and priority of the ticket & speed to which we react.

We can also deliver service via email at

NOC Support Program

Our first class service and support team offers a wide-range of services to customers including:

  • Features
    • 24/7 System Monitoring - Alarms with a MTTR (mean time to recovery) of 2 hours.
    • All MAC (moves, adds and changes) to managed systems acted upon within minutes but have an SLA of 8 hours.
    • Simple communication access to our NOC with efficient time accounting & ticket integration.
    • On-site Support & Repair for client outages - the NET6 MTTR is 2 hours.
  • Technical Education and Training
    Comprehensive technical education for voice and data services is available via request either through the NOC or by contacting our sales team.
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