Issue 02 / 2026 Metro Peering opens in Mumbai — one session, three IXPs Read more →
Support

Talk to the NOC. Any hour.

Existing partner with a live incident? Call the NOC first — a network engineer picks up, day or night. Everything else — a change request, a new circuit, a billing question — has a channel below, with the response you can expect and the path it escalates on.

Call the NOC Email a ticket →
§ 01System status

Everything lit, right now.

All systems operational
Noida Delhi Mumbai Patna
Polled every 60s · IST

Planned maintenance is notified in advance to your registered NOC contact, and posted here with the window in IST. Backbone availability SLA: 99.9% · 4-hour MTTR target on core faults.

§ 02How to reach us

Pick the right desk.

Incidents · 24×7

Network Operations Center

Staffed round the clock, IST-anchored
Call the NOC
Sales & quotes

Sales desk

Business hours · IST
Chat

WhatsApp

Click to chat · same as sales line
  • Number+91 83528 13528
  • Best forQuick questions · status
  • Not forP1 incidents — call instead
Open WhatsApp
In person

Registered office

Zirakpur, Punjab
  • AddressG-7, Tricity Plaza, Peer Mucchalla, Zirakpur 140603, Punjab
  • GST · CINOn request via sales
Get directions
§ 03Remote assistance

When we need to see your screen.

Screen sharing

Download the Esto Assist client.

For some faults it’s faster if an engineer can see the device with you. When the NOC asks, download the client, run it, and read back the 9-digit session code on screen — we connect only for that session, and only while you watch.

  1. A NOC engineer asks you to start a remote session.
  2. Download and run the client for your platform.
  3. Read the on-screen session code to the engineer.
  4. Watch the session; close the client to end access.
Download · Esto Assist v4.2
⊞ Windows.exe · Win 10/11 · 8.4 MB ↓ ⌘ macOS.dmg · 12+ · universal · 9.1 MB ↓ ▣ Linux.AppImage · x86_64 · 10.2 MB ↓
!
Only run this when a verified Esto engineer asks you to. We’ll only request a remote session on a call you placed to the NOC on +91 62832 85600 — never unprompted, never by SMS or email. The client grants access only for a single code-authorised session, and you can end it at any time by closing the window.
§ 04Response targets

What happens after you call.

Severity Response target Update cadence Escalation
P1 · CriticalOutage / hard down
15 min
Every 30 min
NOC lead → Head of Ops within 60 min
P2 · MajorDegraded / partial
30 min
Hourly
NOC lead within 2 hr
P3 · MinorNon-service-affecting
4 hr
Daily
On request
P4 · RequestChange / info
Next business day
On update
Scheduled

Response targets are the standard tier and apply to contracted partners; tighter targets are available per contract. All times measured in IST.

§ 05Escalation path

How a ticket moves.

01

Log

Call or email the NOC. We open a ticket, assign a severity, and give you the reference on first contact.

02

Triage

An engineer confirms scope from our monitoring, isolates the fault domain, and starts work inside the response target.

03

Escalate

If it isn’t moving, it climbs the matrix — NOC lead, then Head of Ops on P1 within the hour. You’re kept updated on cadence.

04

Resolve & RCA

Service restored, ticket closed with you, and a root-cause note on P1/P2 so the same fault doesn’t come back quietly.

§ 06FAQ

Questions partners ask.

01I have a live outage. What’s fastest?+
Call the NOC on +91 62832 85600. Phone is the fastest path for P1 and P2 — a network engineer answers 24×7 and opens the ticket while you’re on the line. Email and WhatsApp are fine for lower-severity items, but don’t sit on a P1 in a chat thread.
02How do I raise a change request?+
Email the NOC at [email protected] with your circuit or service reference and the change you need. Changes are P4 by default — scheduled into a maintenance window and confirmed back to your registered contact before we touch anything.
03Where do I see planned maintenance?+
Windows are posted on the status section above with the exact window in IST, and notified in advance to your registered NOC contact. We schedule maintenance for low-traffic hours and keep windows as short as the work allows.
04Can I get a new circuit or upgrade through support?+
New circuits, upgrades, and additional services go through the sales desk — +91 83528 13528 or [email protected]. If it’s a quote you need, the RFQ form routes it straight to sales with a 24-hour turnaround.
05What are your severity definitions?+
P1 is a hard-down outage; P2 is degraded or partial service; P3 is non-service-affecting; P4 is a change or information request. The response target, update cadence, and escalation for each are in the table above and in your contract.
§ 07Not a partner yet?

Get on the backbone. We’ll come back in 24 hours.

+91 83528 13528 · Sales +91 62832 85600 · NOC