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Customer Support Information

The Premium Hosting NMC is responsible for monitoring the network and providing high quality customer service. Our NMC is available 24 hours a day, seven days a week, 365 days a year.

How to contact the NMC:

E-mail : support@Premiumhosting .net

 

Open a Trouble Ticket (For current Premium Hosting Customers only)

In the event of a service outage or disruption, current Premium Hosting customers should contact us by phone or e-mail. Simply write to support@Premiumhosting .net, and include your company name and account number. In addition, please include the following:

1. Your Service Item Identifier (SIID), which is a unique number assigned to each service provided by Premium Hosting . Your Service Item ID’s are included on the Premium Hosting Service Activation letter sent at the time of service activation and on your monthly invoice. If you cannot find your Service Item ID for the service impacted, please include the distant end address and a description of the service provided (terrestrial, IP, space, etc).
   
    
2. A detailed summary describing the problem including pings, trace routes and any relevant information to aid in isolating the problem.

Premium Hosting Escalation Procedures

Upon notification of an outage, the Premium Hosting NMC will proactively escalate trouble tickets based on the severity and duration of an outage. A trouble ticket must be open with the NMC before escalating troubles to the following people.

Sun Outages

Sun outages occur approximately one month on either side of the Spring and Autumn Equinoxes. For specific information on how sun outages will impact your location, please call the NMC.
 

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