Enhanced Network Services (ENS) Trouble Reporting
OTM Enhanced Network Services (ENS) provides support for the following lines of service:
- Wide Area Network (WAN)--InterLATA Frame Relay and MPLS connections
- Louisiana Secure Intranet (LSI)--Data Dial Tone Service in a Capitol Park building, shared data center, or remote location (LSI-WAN)
- Domain Name Service (DNS)--louisiana.gov, la.gov, and state.la.us domains
OTM ENS trouble calls may be placed 24 hours a day, 7 days a week to the Consolidated Monitoring Service (CMS) at 225-219-4CMS (225-219-4267).
During normal business hours (Monday - Friday, 7:30 a.m. - 5:30 p.m.), CMS will open a trouble ticket and directly connect the caller with ENS personnel. After hours, weekends, and holidays, CMS will open a trouble ticket and contact ENS On-Call personnel, who will respond within 30 minutes. If a problem is not addressed in 30 minutes, the caller may request CMS escalate the call to a supervisor or manager.
Agency end users should contact their agency's helpdesk or technical support before calling CMS. An agency’s technical support staff can determine if a problem is related to network access and report troubles to CMS. To assist in resolving problems, the caller should provide as much information as possible. This may be information about the line of service, hardware or software environment, the time the problem first occurred, under what conditions it occurs, etc.
The caller should also indicate the severity of the problem. Accurately defining the seriousness of the problem will allow OTM to determine the best allocation of resources. To indicate the seriousness of the request, the caller should use phrases such as:
- An information only request
- A small problem for which there is currently a work around
- A major problem that requires immediate attention