Transcript SPOC – Single Point of Contact

SPOC – Single Point of Contact
One Number to Call for Trouble Reports
© 2008 AT&T Intellectual Property. All rights reserved.
AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
What is SPOC
One Number to call – 866-809-2257
© 2008 AT&T Intellectual Property. All rights reserved.
AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
SPOC = Single Point of Contact
•Logista Solutions, Birmingham, AL is contracted by AT&T to
provide the State of MS SPOC services.
•Makes it easier for the customer to enter trouble reports
•SPOC users must register…User ID and password
•One number 1-866-809-2257 #1 to call to report all troubles
regardless of the type of service whether:
Voice troubles
Long Distance troubles
Data troubles
Internet service troubles (MPLS)
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Access to SPOC – Web Portal or Telephone
•You must be registered as a SPOC user for security
•Must have a User Name & Password
•Web portal:
http://apps1.logistasolutions.com/arsys/apps/shared/login.jsp
Enter User Name & Password
Leave “authentication” blank
•Telephone access: Call 1-866-809-2257
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Why SPOC?
•SPOC records and tracks the report to ensure resolution and
creates a history of the trouble
•Allows search of all trouble reports by SPOC ticket number,
circuit ID, internal ticket number, or AT&T ticket number
•Allows viewing of the work log on open and closed tickets
•Contractual obligation under RFP4000
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Your MPLS Operations Guide and SPOC
•Your Operations Guides may be in error. If the guide directs
you to dial 866-809-2257 #2, #2 again, and #5, the guide is
obsolete.
•Use 1-866-809-2257, Option #1 to report MPLS services
or use the web portal.
•With MPLS services, report the Site ID in trouble (Ex:
SOMNPIK0000/MSMDE571101(Host)
•“MPLS” should be the first entry in the “problem description”
field
•MPLS reports are directed by SPOC to AT&T’s SLG NOC (state
and local government network operations center)
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Authorizing “changes” for your network
Records of your MPLS network have a “technical contact”
listed. However, many school districts may have contractors
that maintain the network. If you have a contractor that
maintains the network and may be opening trouble tickets,
you may want to give us that person’s name as an “alternate
technical contact”, so we can know the contractors are
authorized to make changes.
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