Carrier-Grade Technical Support,
SLAs & Ticketing
Aspen Smart Networks guarantees reliable uptime, rapid incident resolution, and transparent communication across all municipal, fiber, public Wi-Fi, and carrier service provider deployments.
Support Portals & Contact Methods
Choose the fastest channel based on your organization’s need.
Online Ticketing System
Our official support system allows you to submit new tickets, monitor progress, upload diagnostic traceroutes, and view resolution histories in real time.
Open a Ticket (support.aspensmart.net) ➔24/7/365 NOC Hotline
Immediate live phone dispatch for critical outages, fiber cuts, or high-priority carrier network incidents. Our US-based engineering team is always on call.
Call NOC: (231) 714-6400Community & Subscriber Care
Municipal broadband subscribers and managed network partners can access account assistance, general billing questions, and technical support.
Service Level Agreements (SLAs)
We hold ourselves to rigorous, industry-leading standards. Our network contracts back up our performance with strict response times and 99.999% backbone availability.
Incident Severity Classification Matrix
Every ticket submitted via support.aspensmart.net is prioritized based on operational impact:
Total Outage
Complete loss of core routing, optical backbone failure, physical fiber cut, or complete municipal utility disconnection.
Major Impairment
Severe degradation of service, redundant failover active with lost diversity, high packet loss, or distribution node failure.
Minor Degradation
Non-critical degradation, single public Wi-Fi AP offline with adjacent coverage, localized customer configuration inquiry.
General Request
Standard MACD (moves, adds, changes), DNS record updates, scheduled maintenance notices, general portal support.
Tiered Engineering Escalation
When an issue is logged, our system automatically routes diagnostic telemetry directly to the appropriate tier to minimize Mean Time to Repair (MTTR).
Tier 1: Intake & Synthetic Validation
Automated ticket creation, circuit status checks, and customer verification within minutes.
Tier 2: Senior Systems & RF Engineers
Optical loss OTDR isolation, wireless link retuning, and on-site bucket truck dispatch.
Tier 3: Principal Network Architects
CCIE / JNCIE certified architects resolving core BGP routing anomalies, DDoS mitigation, and carrier DWDM waves.
Proactive Network Telemetry
You shouldn't have to call us to tell us your network is down. Aspen’s automated NOC polling monitors thousands of optical interfaces and wireless nodes every 60 seconds.
- ✓ In 85%+ of fiber anomalies, Aspen NOC begins triage before subscribers notice.
- ✓ Automated power outage detection distinguishing between utility blackouts and hardware faults.
- ✓ Real-time DDoS volumetric mitigation with upstream BGP Flowspec.