Customer Support Toolkit

Network Operation Center (NOC)

Flō Networks provides 24x7x365 support to our customers via our NOC (Network Operations Center). Our NOC is responsible for being the focal point to request support or report incidents related to your services.

NOC Escalation Table

Network Operations Center
noc@flo.net

United States

+1 915 534 8105
+1 877 518 3526

Mexico

+52 656 692 1199
+52 800 288 3526

Brazil

+55 11 3230 2360

Argentina

+54 11 5199 3105

Chile

+56 2 321 08209

Colombia

+57 1 5800746

Costa Rica

+506 4001 9453

Peru

+51 1 6409 458

Position: NOC Supervisor
Email: noc-supervision@flo.net
Phone (MX): +52 656 257 1595
Phone (US): +1 915 701 0368

Response time: 1 hour

Position: NOC Manager
Email:
noc-manager@flo.net
Phone (MX): +52 656 257 6060
Phone (US): +1 915 701 0372

Response time: 2 hours

Position: NOC Director
Contact Name: Oscar Hernandez
Email:
oho@flo.net
Phone (MX): +52 656 257 2451
Phone (US): +1 915 272 2451

Response time: 3 hours

Position: VP, Customer Experience
Contact Name: Maximiliano Villalba
Email:
emv@flo.net
Phone (MX): +52 656 257 2452
Phone (US): +1 915 272 2452
WhatsApp Messenger: +54 9112 6504 710

Response time: 5 hours

Position: Chief Technical Officer
Contact Name: Arturo Iglesias
Email:
aif@flo.net
Phone (MX): +52 656 257 2453
Phone (US): +1 915 272 2453

Response time: 6 hours

Position: Chief Executive Officer
Contact Name: Miguel Fernandez
Email:
mfs@flo.net
Phone (MX): +52 656 257 2454
Phone (US): +1 915 272 2454

Response time: 7 hours

Service Management Escalation Table

To report chronic failures, request credit notes, service improvements and redesign, or raise a complaint about the attention you receive from any area of the company, please send an email to sm@flo.net. A case ID will be assigned to follow up and your assigned Service Manager will contact you.

Position: Assigned Service Manager
Email: sm@flo.net

Position: Manager, Service Management
Contact Name: Jonathan Esperón
Email: jle@flo.net
Phone (MX): +52 656 257 1588
Phone (US): +1 915 701 0369

Position: VP Customer Experience
Contact Name: Maximiliano Villaba
Email:
emv@flo.net
Phone (AR): +54 9 11 2650  4710
Phone (US): +1 305 728 8505

Position: Chief Revenue Officer
Contact Name: Fernando Machado
Email:
fmc@flo.net
Phone (MX): +52 656 257 1684
Phone (US): +1 915 701 0354

Service Delivery Escalation Table

Report any problem or delay in service delivery.

Position: Project Manager
Please refer to your assigned Project Manager

Position: Service Delivery Manager
Contact Name: Luis Omar Ávila
Email: loa@flo.net
Phone (MX): +52 656 257 1013
Phone (US):+1 915 400 0791

Position: Chief Operations Officer
Contact Name: Hugo Nava
Email:
hnb@flo.net
Phone (MX): +52 656 257 2452
Phone (US): +1 915 272 2452

Position: Chief Technical Officer
Contact Name: Arturo Iglesias
Email:
aif@flo.net
Phone (MX): +52 656 257 2453
Phone (US): +1 915 272 2453

Billing Escalation Table

If you have billing questions or need to dispute an invoice, please send an email to ar@flo.net. Your billing specialist will contact you to follow up.

Position: Billing Specialist
Please refer to your assigned billing specialist.

Position: Accounts Receivable Escalation Manager
Contact Name: Carlos Manzano
Email: cbm@flo.net
Phone (MX): +52 56 1993 7686

Position: Accounts Receivable Escalation Manager
Contact Name: Armando Ceballos
Email:
acb@flo.net
Phone (MX):+52 55 4144 6136

Position: Sr. Manager Accounting
Contact Name: Cristina Portillo
Email:
csp@flo.net
Phone (US): +1 915 534 8115

Position: Chief Financial Officer
Contact Name: Chase Killeen
Email:
cki@flo.net
Phone (US): +1 646 558 2650

Support and Escalation Process

Before starting

Please consider having the following information available when contacting us:

Support and Escalation Process

1. Report an event: Contact Flō Networks’ NOC by sending an email to noc@flo.net or calling our telephone support numbers to notify us of an incident or to make a request.

2. Follow-up: Flō Networks’ NOC is responsible for:

a. Creating a service ticket. A service ticket number will be assigned to the newly created report for follow-up.
b. Troubleshooting the issue and involving additional staff and support if necessary.
c. Providing follow-up until reaching event resolution status.
d. Keeping you informed during the case resolution.

3. Escalation: If during the event’s resolution process, you consider the analysis and follow-up is not entirely appropriate, you may refer to the following NOC Escalation Table to contact and raise awareness of the issue to additional staff.

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