Submit A Support Ticket

When it comes to carrier class network monitoring, Metro Communications is ready to perform. Our ability to deliver information in a timely and critical manner helps to improve the uptime and availability of network services. We have a 24x7x365 staff of experts that leverages all their cumulative years of experience to make the right decisions, quickly and accurately. 

To open a ticket, please email support@metrocomm.com

For construction operation inquiries, please call Stacy at 217-292-1100

For general service inquiries, please call 217-728-9056

Escalation Contacts:

First Level:

support@metrocomm.com

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Second Level:

Austin Rice - Network Engineer

arice@metrocomm.com
Mobile: 217-496-4694

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Greg Osborne - Network Engineer II
gosborne@metrocomm.com
Mobile: 217-259-5496

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Nick Hess - Network Manager
nhess@metrocomm.com
Mobile: 217-280-0138

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Third Level:

Heath Poulos - Manager

Desk: 217-728-9054

Mobile: 217-840-3584

hpoulos@metrocomm.com

Trouble reporting procedures for METRO circuits will be as follows:

1. All outages and service degradations will be reported to METRO NOC by Customer via e-mail first. Customer representative is to report trouble to METRO at:

support@metrocomm.com

Customer should be prepared to give the following information:
a. Company Name and Metro Circuit ID
b. Company Contact Person
c. Company Contact Person Callback Number
d. Description of Trouble and Severity (Service Affecting vs. Degradation)
e. Any additional information to help expedite troubleshooting

2. METRO NOC will respond by notifying METRO’s On-Call Technician who will immediately begin troubleshooting the cause of the outage.
 

3. METRO’s On-Call Technician will contact Customer within one hour to provide updates.
 

In the event the outage exceeds two (2) hours, METRO will automatically escalate to the next higher level of management within METRO as appropriate.
 

METRO personnel will make every effort to update customer personnel each hour until the outage is resolved.