If the technician needs the assistance of a Third Party Service Provider (TPSP) in cases related to Dedicated ISDN, DSL, T-1, and Web-hosting customers, get all the appropriate contact information (listed above) from the customer, supply them with their ticket number and your name, then arrange a call back time (Do not give an ETR). Be sure to make a "Staff Note" of the customers name and contact number for fast reference. Once off the phone, contact a supervisor so he can verify all the appropriate troubleshooting was done and all information pertaining to the issue was attained. Unless otherwise advised, contact the appropriate TPSP (see contact number in "Services" tab of Platypus). When calling the TPSP you will be required to provide them with an OMS/Circuit/Domain/etc also found in the "Services" tab of the account. During the call with the TPSP get the name of the representative and the case/ticket number and note them both in the "Staff Notes" for easy reference. Once finished with the TPSP call the customer back and let them know that we are diligently working on the issue and explain to them that it has been escalated to our third party provider for intrusive testing and tell them we will be in frequent contact with them.