Telx Technical Support
Emergency inquiries or issues please call 1.888.TELXTECH (1.888.835.9832) or e-mail: [email protected].
In your email please provide the Telx facility location you experiencing technical issues, as well as referencing the case number.
Customer Service Support
Need assistance with any of the below topics? If so please email Customer Service.
- Requesting Access to a Telx Facility
- Certificate of Insurance Inquiries
- Requesting a Log-in to the Telx Customer Order Portal
- Would like to Update your Company's Information
In your email please provide us with as much information as possible.
Need assistance with any of the below topics, or other billing related inquiries? If so please click here
- Invoice Inquiries
- Departmental Changes (billing address change, contact person change, bank information, etc)
In your email please provide us with as much information as possible, invoice number, contact information, etc.
The Telx Connect Marketplace serves as your access point to log technical support requests. To access the portal click here or, if you do not yet have an account on the Marketplace, contact your company's administrator. You can also call our 24x7x365 technical support toll free at: 1.888.TELXTECH (1.888.835.9832) or e-mail: [email protected] Click here for instructions on contacting our support team.
If you would like to utilize our Remote Hands Services please click here. To learn more about this service please see information provided below or contact your sales representative.
Telx Internet Exchange (TIE) support
If you require support for the Telx Internet Exchange (TIE) please click here.
If you are a Telx customer and require access to a Telx facility please email [email protected] Please note: You will not be granted access if you are not registered within Telx's Authorized Access Database. To gain authorized access contact [email protected] for rules and instructions. Additional Customer Support If you require other types of support or have any additional questions please contact Telx Customer Service at [email protected].
Log into the MarketplacePortal here to access information and updates on your account or to place an order. To request a username/password, or if you have forgotten your password please contact [email protected]
Technical Support and Remote Hands Information
24x7x365 technical support is available to Telx customers in Atlanta, Chicago, Dallas and New York and will soon be available nationwide. All technical support is billed as a 1 hour minimum, billed in 15 minute increments after the first hour for all services rendered, irrespective of the level of complexity. Telx technical support ranges from circuit testing and server reboots to the provisioning, installation and turn-up of network equipment and circuits.
On-Call Remote Hands
All other Telx facilities are monitored 24x7x365. Our team of technicians and engineers have experience, certification or training in Cisco, Microsoft, LINUX, Telecordia, Nortel, NexTone or others to assist your technical needs. Remote Eyes and Hands offers all customers the option of on-call technical support on both a per-usage and prepaid package basis.
Remote Hands Packages
Telx provides Remote Hands Packages based on commitment levels at discounted hourly rates starting in three hour bundles.
Hourly Package Options
- Platinum includes 10 hours of On-Call labor
- Gold includes 5 hours of On-Call labor
- Silver includes 2 hours of On-Call labor
- Standard: no commitments
- System reboots
- Hardware or software troubleshooting
- Circuit, loop, fiber troubleshooting
- Assistance with other technical failures
- Equipment installation and provisioning
- Information on location of hardware and circuits
- Infrastructure installation
- Management and inventory of ports in the Meet Me Area
- Third party network management
The Telx® commitment to technical support doesn’t end at 5 p.m. or close on weekends. As your “go-to” partner, Telx’s Technical Support Operations group is available 24 hours a day, 7 days a week, 365 days per year, (including state holidays), in order to meet your operational needs.
For more information, download Telx Technical Support Escalation Procedures and Contact List (PDF) and the Telx Resource Guide.
Please contact us at either of the following numbers to be sure to request a trouble ticket number at the time of your initial contact: 1-888-TELXTECH (1-888-835-9832) or email [email protected].
If you have an issue that has not been resolved or did not meet your expectation, please send an email to the local site manager to escalate the process to the technical support.
For Technical Support or troubleshooting existing work orders, please send an email to [email protected] with all pertinent case or work order information. (Case#, Work order#, etc.)