Epik Live Technical Support Desk and Maintenance of equipment is available between the hours of 8:30 am and 8:00 pm EST, Monday through Friday, excluding holidays.
After-Hours Availability for Emergencies
Epik Support Personnel are on-call 24/7 and can be reached after-hours for emergencies at 1.866.353.9333 (press 1 for Tech Support). Your call will be answered by our live agent who will gather information and determine the severity of the emergency. An Epik Technician will respond within 30 minutes.
After-Hours General Responsibilities
1. Respond to emergencies within 30 minutes of receipt.
Provide assistance if:
a. Total Voice Services
i. All Phones in office down
ii. DID ringing busy/disconnected
b. Internet Services
i. No internet access (client has confirmed operation of their routing equipment)
ii. Peering (BGP) session with Epik networks down.
2. Monitoring system e-mail alerts for network outages and pro-actively notify Client.
3. Monitor any planned outages – make sure everything is up once maintenance window is over.
also see article Epik Support & Help Desk information