Support Process

Zayo monitors its equipment and its network 24x7x365. In addition, they proactively identify network faults and associated customer services. Nevertheless, should an issue arise, the following support process has been established in order to provide a layered approach for support from both Zayo and Region 10 (if needed). There are several ways of contacting Zayo here (including chat) but here is the quickest:

Zayo Contact Details:

If you are experiencing service difficulty, please call Zayo’s Network Control Center at:

1-866-236-2824 and select options:

Press 1 for English,
Press 1 for the Zayo NCC (Network Control Center)
Press 3 for Layer 2 or 3 related issues

1, 1, 6 for Private Network Services (Fiber Issues)

Please have one of your circuit ID's or site address ready. It should be listed in the Service Activation Notice email that was sent out when the site was onboarded. Please contact fiber10.support@region10.org if you need assistance locating this information.

Examples:

ETYX/250215/XXX/ZYO - Layer 1 and 2 Ethernet Circuit ID

IPYX/241108/XXX/ZYO - Layer 3 IP Circuit ID (on the Service Activation Notice)

Any of these can be cross referenced back to your site as well as your site address you are calling about.

Region 10 will automatically be copied.

Escalation lists

Service Management > IP Services > US & Europe

Level 01 Escalation - If you are escalating any issue, please include Region 10 as well: fiber10.support@region10.org
- Tech on Duty
  ipncc@zayo.com
  866-236-2824 / 0800-169-1646 UK
Level 02 Escalation
- Shift Lead Lead Technician
  ipleads@zayo.com
  866-236-2824 / 0800-169-1646 UK
Level 03 Escalation
- Manager on Duty Manager Service Operations
  ipeth-manager@zayo.com
  918-221-0823
Level 04 Escalation
- Jeff Alderson Sr Manager, NCC
  jeff.alderson@zayo.com
  918-894-5472 (Office & Mobile)
Level 05 Escalation
- Sheily Mali Director, Enterprise TAC
  sheily.mali@zayo.com
  905-361-6075 (Office) 416-458-1130 (Mobile)
Level 06 Escalation
- Stephen Vaca VP, Network Management
  stephen.vaca@zayo.com
  918-770-9849 (Office & Mobile)
Level 07 Escalation
- Michael Sharpe SVP, Network Operations
  michael.sharpe@zayo.com
  303-414-4048 (Office) 303-217-3399 (Mobile)