During Normal Business Hours

Normal Business Hours are defined as Monday through Friday, 7:30AM until 5:30PM, US Eastern Standard TIme, excluding SPS Holidays.

Dial (toll-free): 888-777-7281. You will be prompted:

1. Press 1 to report a down system, or open a trouble ticket.

You will be connected to a Technical Service Representative, who will create a Service Order (SO) for the work, and email you a confirmation copy, including the SO number for your reference; or,

2. Press 2 to add equipment, or arrange for moves or changes for your existing equipment (e.g., adding a wire run, programming changes).

You will be connected to a Customer Service Representative who will create a Service Order for the work, and email you a confirmation copy, including the SO number for your reference.

Outside of Normal Business Hours, and SPS Holidays

Dial (toll-free): 888-777-7281. You will be prompted:

1. Press 1 to report a service emergency.

You will be connected directly to an engineer in the SPS Network Operations Center (NOC), who will evaluate the issue with you and decide on the best course of action, based on such factors as urgency of the issue and terms of any existing Service Agreements. While investigation and remediation by a NOC engineer, and/or dispatch of an engineer to the affected site, are out of hours options, please be aware that Overtime Charges will apply for customers not covered by an SPS Maintenance Contract specifying 24x7 coverage (or 7x7, for those coverage hours).

2. Press 2 to leave a voice mail message.

Your message will be addressed the morning of the next business day.

SPS Holiday Schedule