Severe Storm Support Plan

Everything you need to know about our Severe Storm Support Plan.

Smart City Telecom activates our Severe Storm Support Plan once a storm is identified and is heading towards Central Florida.  The plan encompasses actions for prior, during, and post-event handling.

Summary

First, we assemble a cross-functional emergency team. This team is deployed across our “manned” command centers to maintain operational continuity. Smart City command centers are equipped with backup generators and multiple network ring connections to ensure uninterrupted monitoring and management of our network. Our command centers serve as operational hubs that monitor network activity and outages during the storm. Our teams track, document, and prioritize issues for rapid resolution across our service areas in Orange, Osceola, Seminole, Brevard, Lake, and Polk counties.

Technical Support

Smart City uses technical experts and applications to monitor everything from customer premise equipment, transport, network, and capacity in real-time. As a result, Smart City can track, assign fix agents on-demand, and escalate tier-level support from Tier 1 to 4, including management escalation as high as the Vice President level if required.

Smart City provides:

• Live monitoring, real-time system surveillance, and remote troubleshooting 24/7/365.
• Advanced console and multiple projection views provide immediate information for Level 1 to Level 4 technical support.
  • Level 1 – Ticket generation/capture customer information; first-level technical resolution
  • Level 2 – Advanced level technical analysis/troubleshooting
  • Level 3 – Advanced level technical analysis/troubleshooting, and engineering
  • Level 4 – Local on-site support, if required
• Advanced notification for maintenance and service window reporting

In total, our emergency team follows strict event-handling procedures. If your organization needs Technical Support or Customer Care, please call 407-828-6700.

Service Prioritization

In the event of service interruption, restoration efforts are prioritized as follows:

• Safety-related services (e.g., 911, hospitals, police and fire stations, and cell sites) are restored first.
• After essential safety-related services have been secured, restoration of business and residential services begins.

Post-Storm Recovery Efforts

Smart City does not deploy field crews during the storm. However, as soon as weather conditions allow, our ride-out teams mobilize.

Smart City field trucks are equipped, and our warehouse is stocked with replacement equipment if needed.