BCN - Internet Services
BCN Internet Services
BCN Support
BCN's network monitoring solution supports a wide variety of sensor types and includes uptime/downtime and usage monitoring, as intense usage of network bandwidth can often be the reason for unavailability or system errors. BCN checks the availability of your equipment and other network devices 24/7/365, and will notify the system administrator immediately when outages occur. In the case of an outage, BCN will contact the provider, open a ticket, use best efforts to speed resolution, and communicate progress updates and ticket closures with Lightwave IT and the office's local contact (typically the Practice Manager). In many cases, BCN may be actively working toward resolution before we become aware that there is an issue.
BCN Repair
Should you experience an issue with your services or need to open a Repair Ticket, please contact the BCN Repair Team. Our expert team is available 24 hours a day, 7 days a week to assist you.
To Open a Repair Ticket:
Information Required for a Repair Ticket:
IT Field Techs can find this information in Freshservice assets > Looking up the ISP asset. Naming convention is SiteCode-ISP-BCN
- Account Number
- Circuit ID, phone number(s) or product having trouble
- Complete service address
- Trouble symptom
- Local contact name, phone, and email address
- Access hours to the IT closet
General Repair Escalation Guidelines
- POTS and Internet (Broadband and DSL) tickets are escalated at the underlying carrier after the commit or dispatch is missed. Exception is a medical or life safety issue where an escalation will be requested as soon as permitted after the dispatch has been arranged.
- Dedicated tickets are escalated as needed when the underlying carrier is not responding in a timely fashion. The exception above applies.
General Repair Communication Guidelines
- POTS and Internet tickets commitment times are delivered as soon as they are received; the next communique is the result after the dispatch/commit.
- Dedicated tickets status is delivered throughout the ticket and are generally provided every 90 minutes, as conditions change.
WITH BCN COMPLEX NEVER MEANS COMPLICATED
A single source solutions provider helping business customers find simplicity in complex multi-location, multi-service, multi-network technology deployments. Our expert teams deliver solutions crafted from the best-in-class portfolios of more than 75 unique wholesale network partners. BCN offers traditional and cloud-based voice, a variety of internet access and wireless options, SD-WAN, Managed Equipment, Network Monitoring, Security, and more. In addition, BCN provides customers with one monthly invoice for all services and a state-of-the-art portal to manage their BCN business. BCN is recognized for an overall ease of doing business, the accessibility and responsiveness of the entire team, and our superior service and support.