Welcome to MSx Networks! This article will help you understand what to expect and how to get the most out of your service.
The MSx Networks Service will provide installation, configuration and 24×7 management of a customer’s network-based equipment. The service combines human expertise with today’s most powerful technology to create a better and more secure user experience across the entire network. TPx can complement your team and deliver an end-to-end management of your network infrastructure, giving you peace of mind that comes from knowing you have a reliable, high-performing, modern network backed 24/7 by the experts at TPx. The CORE Support level allows customers to manage their TPx provisioned and installed devices using a web-based interface. MSx Networks OPTIMUM provides full management of the device by TPx. Refer to MSx Networks Product Description for more details.
The first step in the service relationship is Onboarding. Onboarding includes the start-up activities necessary to ensure that the ongoing service meets your specific technical and customer-service requirements. This includes provisioning and installing network hardware to your specific needs, setting up monitoring, and establishing communications processes. The onboarding process is led by the TPx team and with your engagement is typically completed within 32 business days. Refer to What to expect during MSx Networks Onboarding for more details.
Once the Onboarding project is complete, our Onboarding team will update all documentation in the customer runbook and transfer responsibility for supporting your MSx Networks service to the MSx Support Team. All the ongoing system maintenance and security activities as well as remote troubleshooting and repair is delivered by the MSx Support Team. You have access to the support team any time 24x7x365 via phone and online service request. Refer to Accessing MSx Networks Support for more details.
Account, Billing & Service Management
We recognize that your needs may change, and you may have questions that are not technical support related. We’re here to help! As a valued customer, you will be assigned a dedicated Account Manager to help you manage these changes, answer your questions, and facilitate access to additional TPx resources as needed to ensure your complete satisfaction. You can also access the support department directly to get help with all your MSx Networks questions and change requests. Billing inquiries can be directed to our finance department as needed. Refer to Account, Billing and Service Management for more details.