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Support Hours

 

Hours of Coverage

OmniNet support is available 9 AM - 6 PM EST, Monday - Friday (excluding Holidays).  If your request is received outside of these hours, we will respond the next business day.

Note:  Support is available to OmniNet Partners only.  If you are not an OmniNet partner, please contact your provider that helped you deploy OmniNet Services to reach your proper support channel.

 

Installations

Time slots for installations are available at http://install.omninet.io
If you require installation assistance for OmniNet Partners during non-business hours (after hours installs available for an additional fee).  Please schedule at least 2 days in advance to ensure we have resource availability at the requested time. 

Full details on installation assistance are located here

 

After Hours Emergencies

Please note EMERGENCY tickets for after-hours are reserved for production or critical system outages ONLY (P1). This is NOT applicable to any unscheduled installation.

Severity definitions are located here

Note: If the issue is critical and preventing your customer from accessing the Internet, please include the word EMERGENCY in a response message so that the request routes to our on-call representative that can assist OmniNet Partners after normal business hours.


Holidays Observed by OmniNet

  • New Years Day
  • Memorial Day
  • July 4th 
  • Labor Day
  • Thanksgiving
  • Black Friday
  • Christmas Eve (close 2pm EST)
  • Christmas
  • New Years Eve
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