Customer Support

tw telecom’s National Operations Center (NOC) is located in Denver, Colorado. As the single point of contact for Data/NLAN, Transport and Switched Services, the NOC will open all trouble reports and interface with internal Time Warner support services on all your service issues. The Customer Support and Maintenance Groups are available 24 hours a day, 7 days a week, 365 days a year, at: 1-800-829-0420

Staffing

The NOC support structure for tw telecom customers includes:

• Customer Maintenance Analyst
• Maintenance Network Analyst
• Maintenance Manager

Proactive Monitoring

Our staff of analysts monitors the network 24 hours a day, 7 days a week, 365 days a year.

Trouble Ticket Escalation

The specialist who opened the ticket continues to monitor the progress of the issue to ensure timely resolution to the problem. If the customer is dissatisfied with the level of service at any time during the troubleshooting process, they may ask for management escalation.

It is our Job to Satisfy You

The NOC measures Mean Time To Repair (MTTR), your call being answered in less than 40 seconds, as well as many other items critical to your satisfaction. These measurements are designed to ensure you experience a high quality of service from tw telecom.