US · guidance
CMS Pub. 100-09, ch. 6, § 30.6.4
Reporting PCC Service Interruptions
MACs shall monitor their PCC operations to identify and quickly fix any service interruptions. This
includes monitoring all phone services (IVR-only, CSR-only, and combined lines), telecommunications
systems, self-service portal, websites, and data systems functionality. When problems occur, MACs must
identify and fix them immediately to maintain service for providers.
A service interruption occurs when any service is partially or fully unavailable, preventing:
• Providers from accessing the PCC
• The PCC from answering inquiries
• The PCC from retrieving data
MACs shall use the PCID Service Interruptions module to report incidents to CMS (see section 80.3.2.6 for more
information).
MAC are responsible for monitoring their equipment and troubleshooting issues, but the PNS
contractor is available for additional support. Contact the PNS contractor for questions, issue
escalation, or help with toll-free carrier discussions. Use the toll-free carrier's online system to review
documents and track trouble tickets.
History
(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)
Provenance
- Source
- cms.gov
- Retrieved
- 2026-08-25
- Edition
- iom-2026-08-25
- Content hash
b8e076da096182e7482571a5a9cd91d37d25a0938d2fd1aa18194a4052953d0b
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