OhioOnline., Inc. - First Response

How to Use First Response!

First Response is OhioOnline's hotline for customer support for network related inquiries. Each customer now has access to three forms of communicating with OhioOnline's customer support and engineering team. All First Response inquiries are handled as a top priority.

1. Call 216-522-1818 from 8AM to 8PM.
Monday thru Friday

Your call will be handled by the first available member of the First Response Team. Please be sure to ask for First Response. Should your call roll over into the answering system, simply dial extension 300 and you will be prompted for the details of your inquiry. The First Response Team will open up a report tracking file and immediate begin to determine the root cause of the issue. If the problem is on our network, there will be no charge. If the problem is determined to reside on the customer's network, you will be billed on a time and materials basis. Please note that there is an uplift of 50% for calls outside of the 8 to 8 cycle and on weekends should billings be found necessary.

2. Email First Response.

Simply email support@ooi.net. That email will immediately come to the attention of the First Response Team who will prioritize your inquires and immediately commence diagnostics.

3. CLICK HERE for the the Online Service Form.

Fill out the questionnaire and submit. Your inquiry will escalate to a high priority immediately.

The First Response Team will quickly review our redundant port scan procedures and confirm the integrity of all routers, switches and validate upstream providers. If it pertains to a firewall or security related issue, this will be our first priority. If our diagnostics conclude that the issue resides outside of the OhioOnline network, you will be advised as to our diagnosis and advised as to the possible courses of remediation. We will commence remote repairs or adjustments whenever possible and as authorized. If a site visit is required, we will move quickly to suggest a consultation and/or site visit for proper remediation.