Network Services Trouble Reporting Procedures

OTM Network Services Supported Lines of Service:

• LaNet
• LEARNET
• InterLATA Frame Relay
• Shared Metro Services (DWDM)
• Louisiana Secure Intranet Data Dial Tone Service in a Capitol Park building, shared data center, or remote location 

OTM Network Services trouble calls may be placed 24 hours a day, 7 days a week. The OTM Network Services trouble reporting phone number is 225-219-4CMS (4267).

Normal Business Hours
During regular work hours (Monday - Friday, 7:00am -10:00pm) Consolidated Monitoring Service (CMS) personnel will answer the trouble reporting number. To assist us in resolving your problem, please be ready to supply as much information as possible. This may be information about your line of service, hardware or software environment, the time the problem first occur, under what conditions it occurs, the severity of the problem, etc. Please be reasonable in defining the seriousness of your problem so that we may best allocate our resources.

After Hours, Weekends, and Holidays
To report problems after hours, dial the OTM Network Services Trouble reporting number 225-219-4CMS (4267).  Select either option 2 or 3, as appropriate.

• Option 2--Shared Metro Services (DWDM) and Louisiana Secure Intranet Data Dial Tone Service in a Capitol Park building, shared data center, or a remote location 
• Option 3--LaNet, LEARNET, and InterLATA Frame Relay

At the tone please give your name, your site name and number (if known), a contact name, phone or pager number, line of service, and a description of the problem. Please indicate the severity of the problem, such as:

• An information only request
• A small problem for which you currently have a work around
• A major problem that requires immediate attention

After completing your message, please hang up. The appropriate on-call person will be paged immediately, retrieve your voice mail message, and respond to the call.

If within one hour you have not been contacted, please place a pager call to 225-268-PAGE (7243), enter the 10 digit phone number 225-268-6540 followed by #. Press 1 to confirm the number you wish to page. Press 1 for a numeric page, enter the area code and phone number of the person at your site to be contacted about the problem followed be #. Press 1 to confirm call back number and to send. Choose 2 for an urgent page. Listen for confirmation then hang up.