Contact Support
Help with IZO™+ Multi Cloud Connect comes through the TCx portal. For quick questions use the in-portal Virtual Assistant or Chat with an Expert; for anything that needs to be tracked, raise a ticket, an incident for a fault, a service request for a request, or a change request for a change, from Support & Maintenance or straight from a service in Inventory.
Ways to get help
|
Option |
Best for |
Where |
|
Virtual Assistant |
Quick self-service questions about inventory and ticketing |
In the portal, from the side bar |
|
Chat with an Expert |
More specific queries that need a person |
In the portal, from the side bar |
|
Raise a ticket |
Anything that needs to be logged and tracked |
Support & Maintenance, or a service in Inventory |
Choosing the right ticket type
|
Ticket type |
Use it when |
Notes |
|
Incident |
Something is broken or degraded |
See the troubleshooting playbooks first to gather evidence. |
|
Service Request |
You need something done or a non-commercial change |
Choose the matching sub-category on the form. |
|
Change Request |
You want to change the service, for example bandwidth |
Bandwidth and other MACD changes are raised here; the service must be Active. See Bandwidth Changes. |
How to raise a ticket
The flow is the same for incidents, service requests and change requests, and can be started two ways:
|
Step |
Action |
|
1 |
Open Support & Maintenance from the side bar, or find the service in Inventory using Service Id, Site ID, Site Name, Location or Alias. |
|
2 |
Start the request (New Incident, New Service Request or New Change Request) and confirm the Service Type, then select the Service Id and click Proceed. |
|
3 |
Choose the issue type or sub-category (and, for a change, the type of change). |
|
4 |
Enter the description and add any attachments. |
|
5 |
At Select Contact, choose who should receive updates for this ticket. |
|
6 |
Submit. An on-screen confirmation shows the ticket has been created. |
For several services at once, use Bulk Incidents from the Actions menu. You can also Acknowledge Probable Tickets, which are issues the platform has detected proactively.
Before you raise a ticket
Have the Service Id and, where relevant, the site or connection details to hand, and attach any evidence such as an exported report or a screenshot of the symptom. A clear description and the right contacts on the ticket speed up resolution. Remember that a service which fails despite correct parameters is Tata Communications’ to fix, while an incorrect parameter or cloud-side configuration is the customer’s to correct.