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Circuits - Request Upgrade \ Downgrade \ Disconnect

Request to upgrade, downgrade or disconnect an existing circuit.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

EOTSS offers a complete service for upgrading, downgrading, moving or disconnecting a circuit. This service request is for MAGNet Wide Area Network (WAN) connectivity to a customer's remote location across the state.  

For more information on cabling specifications, please see our EOTSS Cabling and Standards Guidelines on mass.gov.

Pricing

See Chargeback Service FY25 Rate Card for full listing. Chargeback Services | Mass.gov

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

Circuits - Request Upgrade \ Downgrade \ Disconnect

SLEResponsibilities/Dependencies

Fulfillment: 

Upgrade/Downgrade: 

  • 99% within 30 days for requests which do not require a new installation and are built upgradeable
  • 99% within 180 days for upgrade requests which require a new installation

Disconnect: 99% within 30 days

Customer

EOTSS

  • Responsible for implementing circuit modifications and working with vendors as necessary.
  • Fulfillment dependent on a review of city permits where applicable.

Vendor

  • This service is dependent on vendor availability. 

More Info

EOTSS Facility Planning and Timeline Considerations

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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