Network Services

SERVICE SUPPORT

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The Customer Services Division, within Network Services, is the primary customer interface for all Defense Information System Network (DISN) mission partners.  Within the Customer Services Division, the DISN Global Support Center (DGSC) and the Customer Account Managers (CAM) teams stand ready to interface with our mission partners.

DISN Global Support Center

The DISN Global Support Center (DGSC) is the single point of contact for our mission partners providing 24/7 support. The DGSC is an industry certified support center that makes initial assessments of each contact received attempting a first contact resolution (FCR) where possible, or escalates the issue to the appropriate tiered support group for resolution. DGSC logs and tracks all service requests, and closes resolved service requests executing transactional surveys. The DGSC manages service desk key performance indicators to meet customer expectations.

The DISN Global Support Center (DGSC) is available to assist customers twenty-four hours a day, seven days a week.

Service support provided includes, but not limited to:

  • DISN Video Services (DVS) Crypto Related Service Requests: Appointment requests for Video Teleconference (VTC) and/or Over the Air ReKeys (OTARs), and Promise password resets.
  • DISN Video Services (DVS) Related Service Requests: Authority to Operate (ATO) date, account lockout or user name/password issues for DISN Video Services Web Scheduling (DVS-WS), conference changes, conference status, requests for information for denials or reduction in service impacting VTC participation, requests for an assigned dial-in number, and scheduling group changes.
  • DISA Direct/DISA Direct Order Entry (DDOE) Related Service Requests: DISA Direct page or server errors, password unlocks, password changes, creating user IDs, user information changes, role registration, DDOE order status and other issues, and/or Frequently Asked Questions (FAQs) related to DISA Direct or DDOE.
  • Operational Support System (OSS) Service Requests: Non-DISA NetOps Center (DNC) customer account access assistance (i.e., password resets or account unlocks).
  • Circuit Performance Report Service Requests: Requests for Utilization, Packet Loss, or Latency Reports for DISN Asynchronous Transfer Mode Services (DATMS) (excludes T1 circuits), Unclassified but Sensitive Internet Protocol Router Network (NIPRNet), and/or Secret Internet Protocol Router Network (SIPRNet).
  • DoD Network Information Center (NIC) Service Requests: NIPRNet or SIPRNet registration, DISN Dial-in access, DISN Dial passwords, DoD NIC Website access issues, Domain Name System (DNS) issues and information, and other NIC related FAQs.
  • Project Change Management System (PCMS) Related Service Requests: PCMS application or server errors, registration of Customer and Network Requirements Management (CNRM) projects, password resets, and general questions related to PCMS.
  • Systems/Networks Access Process (SNAP): Requests for SNAP accounts, Domain Name System (DSN) registration within SNAP, status of DSN registration in SNAP, status for NIPR/Virtual Private Network (VPN) registrations, Waiver registration inquiries within SNAP, Waiver registration status, and FAQs for DSN, NIPR, VPN, and Waivers.
  • SIPRNet Related Service Requests: Requests for Autonomous System Numbers (ASNs), Computer Network Defense Service Provider (CNDSP) list, DISN Connection Approval for SIPRNet, approved encryption devices list, estimates of encryption costs, encryption equipment shipping instructions, Foreign National SIPRNet Request, SIPRNet circuit revalidation, current SIPRNet tunneling information and approving authority, status on a validation or re-validation packages, Host Based Security System (HBSS), and/or process for requesting SIPRNet and template requests.           

Customer Account Managers

The Customer Account Management (CAM) team has the supporting mission to serve as account manager and customer interface for services while maintaining DISA's core values of exceptional customer service.  They provide Tier III support, project registration support, special requirements tracking, and customer collaboration.

The Customer Account Managers stand ready assist DISN mission partners with escalated requests, questions, or support issues.  Contact the CAM team at disa.meade.ns.mbx.disn-customer-service@mail.mil.