Support

  1. How to Reach Support
  2. Support Hours
  3. Knowledge Base
  4. Policies

How to Reach Support

Problems with existing service:
HelpDesk
Requests for new or expanded service:
HelpDesk
Forgotten HelpDesk password:
HelpDesk password reset form
Forgotten HelpDesk username:
Email us
Internet access outage:
Toll-free number – 866-468-7043

If you do not have internet access and cannot submit your request via the help desk system, please call our toll-free support line at 866-468-7043.

Support Hours

JerseyConnect customer support hours are:

  • Monday – Friday: 9:00 am until 9:00 pm
  • Saturday and Sunday: closed

Knowledge Base

Recent Knowledge Base Entries

See all knowledge base entries.

Policies

Service Level Agreement

All help desk requests and toll-free calls can only be answered during standard support hours. Response and resolution times are based on the severity of the problem and are addressed in our Service Level Agreement.

Policy on library circuit outages and device failures

During standard support hours (above), JerseyConnect monitors all circuits that connect to the JerseyConnect core network, and monitors all routers that it manages for service outages.

  1. If a downstream library circuit or router status changes to “down”, the JerseyConnect team will be notified.
  2. If the library’s circuit or router status remains “down” for 20 minutes, the JerseyConnect team will contact the library to begin the troubleshooting process.
  3. If it is determined that a telco (Verizon/CenturyLink) issue exists, JerseyConnect will contact the telco on behalf of the library.
  4. If it is determined that a router has failed, a free replacement router is guaranteed to be installed onsite by end of the next business day after the determination is made.

Please note: the first contact will be with the library itself to verify power and device status, and response and resolution times depend on the availability of library staff to assist the JerseyConnect team with the troubleshooting process.

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