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 Email Fiber 10 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: Email Fiber 10

  • Level 02 Escalation

    • Shift Lead Lead Technician
      Email iPleads
      866-236-2824 / 0800-169-1646 UK

  • Level 03 Escalation

  • Level 04 Escalation

  • Level 05 Escalation

    • Sheily Mali Director, Enterprise TAC
      Email Sheily Mali
      905-361-6075 (Office) 416-458-1130 (Mobile)

  • Level 06 Escalation

  • Level 07 Escalation

    • Michael Sharpe SVP, Network Operations
      Email Michael Sharpe
      303-414-4048 (Office) 303-217-3399 (Mobile)

Tools

Contacts

Network Architect
Brent Goerner
972-348-1180
Email Brent Goerner

Information Security Officer
David Mendez
972-348-1172
Email David Mendez