VinaREN News

VNNOC Escalation Contacts:

Level 1

Helpdesk

Tel: +844-9341409 (8:00am ~ 7:00pm, from Monday to Friday)

Fax: +844-9365424

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Level 2

Service Manager (Nguyen Van Dien)

MP: +84-0903214149 (24 hours)

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Level 3

NOC Network technics (Nguyen Tuan Hai)

MP: +84-0989238697 (24 hours)

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Level 4

VNNOC Network technics (Pho Duc Anh)

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Fault Reporting Procedure

When a partner calls or sends fax/e-mail to TEIN2 NOC helpdesk to report a problem or request a network check, the TEIN2 NOC helpdesk staff will open a trouble ticket for that. Partners are expected to provide the following when reporting a fault:

1.                   Partner name

2.                   Name and contact details of person reporting the problem

3.                   Description of problem (e.g. What? When? Where? How Often? Any recent changes? Any error messages received?)

4.                   Results of any troubleshooting tried

5.                   Any other pertinent information relating to the fault

6.                   Special follow-up requests