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4CNet Customer Support Services
The 4CNet network is staffed by a highly qualified team of telecommunication specialists within the Telecommunications Infrastructure Support Services team, and is located in the CSU Chancellor’s Office facility in Los Alamitos. The Customer Support Services Team is part of the Network Services group, which also includes Engineering & Configuration Management and Network Facilities & Services. 4CNet’s Customer Service Center (CSC) is in operation 24 hours a day, 7 days a week and has full responsibility for managing all reported problems through to resolution. The CSC mission is to provide all 4CNet customers with a prompt, courteous, and timely response to all customer inquiries. All districts will receive a copy of the 4CNet Customer Support Services and Escalation Procedures. While the escalation chain and time tables for all problems are clearly defined, the 4CNet CSC routinely escalates reported problems beyond the defined levels in order to resolve problems as quickly and as efficiently as possible. Change Management procedures have also been implemented and are the responsibility of the CSC staff. Any modifications or changes to a customer’s service needs to be reported as soon as possible. These typically include: requesting additional IP address space, requests for routing change(s), changes to primary or secondary DNS, requesting or modifying a Network News feed, and requesting additional bandwidth or circuits. To insure that 4CNet campuses retain their inter-campus capabilities, the CSC’s Network Management Center (NMC) monitors all network facilities and vendor services for the entire network. 4CNet’s NMC is also staffed 24 hours a day, 7 days a week. 4CNet’s infrastructure is presently being monitored utilizing Cisco Works, and involves, among other functions, insuring that the PacBell, GTE, Sprint, MCI, and AT&T communications lines between campuses are functioning properly, and that all hardware is operating in a stable manner. The NMC also insures that any new equipment deployed in the field is properly configured to insure interoperability with other equipment on the network. The entire CSC staff strives to ensure the integrity and smooth operation of 4CNet for all of its customers. But as with 4CNet’s forerunner, CSUnet, we are on the leading edge of technology. 4CNet staff are continually involved in reviewing and testing the latest versions of hardware and software provided to us by leading vendors. While such testing does not occur on the production network, the size and complexity of 4Cnet’s infrastructure often taxes the capabilities of production hardware and software. Occasionally, problems do occur, and when they do, we are committed to their professional and timely resolution. Please note the following important numbers and addresses:
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