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How support actually works

When you open a ticket, it lands with a live engineer at a US-based operations centre — not an overseas triage queue that re-reads the ticket before passing it on. Priority-1 issues are triaged immediately and escalated into a named on-call engineer for your environment. Routine tickets are handled in a documented order with visibility through a client portal.

Every ticket closes with a written root-cause summary on issues of any substance. That summary goes into your environment's documentation so the next occurrence — if there is one — is resolved faster.

// SUPPORT

ALWAYS A HUMAN ON THE LINE.

US-based help desk. Every ticket opened by a client is seen by a technician within minutes — never a voicemail, never an offshore handoff.
OPEN CLIENT PORTAL CALL 800-700-7500
// HOW TO GET HELP

FAST. PREDICTABLE.

  1. Email or Portal

    support@controllednetworks.com creates a ticket instantly.

  2. Call 800-700-7500

    Picked up 24/7 — no phone tree, no queue for P1 issues.

  3. Live Chat

    Available from the portal during business hours.

  4. Security Incident?

    Call the SOC directly — number in your runbook.

What the portal gives you

The client portal surfaces ticket status, monthly service reports, asset inventory, monitoring health, scheduled work, and a document library containing your runbooks and network diagrams. Your internal team can self-serve most of what they need without opening a ticket, and executives get a clean monthly rollup without having to chase the details.

// NON-URGENT REQUESTS

OPEN A SUPPORT TICKET.

For P1 outages call 800-700-7500 immediately. Use this form for P2–P4 requests.