GCX Customer Commitment
At Global Cloud Xchange, customer care and service remains at the heart of everything we do. By delivering outstanding value through superior networks, products and services, we are committed to providing a brilliant experience to our diverse customer base, including major telecommunications carriers, large multi-national enterprises, and new media companies.
We operate two global network operations centers (GNOCs), one based in Navi Mumbai, India and a second in Denver, Colorado. In addition to being operational centers, the GNOCs also provide customer technical services, including service provisioning, restoration, network assurance and support.
In order to maintain operational continuity, certain key network and service management platforms and systems are replicated in London, New York and Hong Kong, which function independently but can also maintain the integrity of the GCX Global Network during a potential natural disaster affecting either GNOC.
All the network elements of the GCX Global Network are managed through a separate, resilient and secure network to ensure continuous network management in both our terrestrial and subsea network systems in times of maintenance, equipment failure or fiber cuts.
Enterprise Customer Support
The GCX Global Service Center (GSC) provides the centralized center of excellence for Service Assurance and Service Delivery. It also provides Level 1 and Level 2 support to customers 24×7 and is located within the 134 acre DAKC facility in Navi Mumbai. It is purpose built supported by high levels of security, power and communications.
The GSC is supported by 9 local Customer Service Centers (CSC) located in Australia, France, Germany, Italy, Spain, the Netherlands, Singapore, the UK and the USA. The CSC provides Project Management, Level 3 support and Design Authority for customer solutions.
The CSC house the Customer Operations Groups (COGs) who champion service excellence throughout the contract lifetime through Service Management, Change Management and Design Authority. COGs drive Service Assurance with direct links into the GSC for customer specific incidents.
Wholesale Customer Support
Post-implementation, the network is monitored 24x7x365 by the GCX Global Network Operations Centre’s. Our highly-trained network engineers employ a range of industry-leading tools to pro actively operate and control the network. Occurrences that could potentially be service-affecting events are managed immediately. Our goal is to fix problems before you know they exist!
Incidents may be reported to GCX Network Service Support team on the following regional numbers:
|China||10800 4410 081|
|Hong Kong||800 968 857|
|India||+91 22 303 86006 / 7|
|Italy||800 783 964|
|Japan||00531 78 0085|
|Singapore||800 4411 203|
|South Korea||00308 981 078|
|Spain||900 948 989|
|Taiwan||00801 04 4239|
|Thailand||001 800 442083|
|United Kingdom||0800 015 2368|
|USA||1866 640 1021|
Network service Support team at: firstname.lastname@example.org
GCX Denver NOC contact information
Customer within the US +1 877-740-6600
Customers outside the US +1 303-300-8100
How to contact: Incidents must be reported either through phone number or O-zone.
Your Customer ID:0382
|Service Desk||Hours of Operating||Region||Phone Number||Toll Free|
|Global Service Desk||24×7(365 DAYS)||Australia||+61 280 149 120|
|France||+33 170 610 150||0800 913 770|
|Germany||+49 610 278 5666||0800 5888 8954|
|Italy||+39 066 220 756||0800 268 711|
|Netherlands||+31 208 080 820|
|Singapore||+65 648 999 69|
|Spain||+34 911 876 670|
|UK||+44 203 326 8361|
|USA||+1 212 913 9543||1 888 794 8520|
|Language Desk; Support in French, German, Italian and Spanish
(English out of cover hours).
|8:30-19:30 CET||France||+33 146 966 979|
|8:30-19:30 CET||Germany||+49 610 2785 777|
|8:30-19:30 CET||Italy||+39 022 4416 228|
|8:30-19:30 CET||Spain||+34 916785 901|