Missouri Network Alliance - Network Operations
Call-Out Procedure and Contact List
All trouble calls received on incoming line 816-273-0352 are from MNA’s 1-877-7-MNA-NOC toll free
number. You will be contacted by internal member companies or external customers with trouble reports on
our network. You must follow ALL steps below:
1. In a web browser open the MNA NOC website located at:
http://www.mnanoc.coma. Press the
“Submit Trouble Ticket” button.b. Fill in all fields.
c. If customer cannot provide all details, make a note in the problem description area.
d. Hit
submit2. Contact the MNA on-call technician and advise of trouble ticket in QUE via the following steps:
a.
Call the ON-CALL Technician number: 816-361-5704b. If no one can be reached in step (a) within 15 minutes, please use the following escalation list, “i”
through “iii”. If the 1
st level cannot be reached in 15 minutes, continue to the 2nd level. If the 2ndlevel does not respond in 15 minutes, continue to the 3
rd level:i. 1
st Level – Dana Howard Senior Field Engineer Home 816-841-2850cell 816-718-1498
ii. 2
nd Level – Mike Hanson Director of Operations Home 913-782-4001cell 913-718-8018
iii. 3
rd Level - Max Huffman Chief Operating Officer Home 816-318-8543cell 816-718-0952
If you have any questions on the above procedure, please contact Mike Hanson at
816-361-8821 ext 224 or e-mail
mikeh@mnatele.com.MNA Trouble Call Out Procedure – Revision 7 – 07/30/07