Trouble Calls – JCM
For Life Threatening Emergency situations, call 911 from a NASA phone.
For Life Threatening Emergencies on Center, call (650) 604-5555 from a cellular phone or 4-5555 from a NASA land line.
To place a Non-life threatening trouble ticket call (650) 604-5212 (open 24/7)
You can also create a new trouble ticket OR check the status of an existing trouble ticket online Here*
A Trouble Call (TC) does not cover life threatening situations. Facility TCs are initiated for facility related problems such as a leaking roof, clogged toilets, bathroom cleansing, trash pickup, lights out, doors broken or sticking, temperature too hot or too cold in your work areas. TCs also cover the Center grounds, such as fallen tree limbs, clogged storm drains, missing traffic control signs, etc. TC work covers only the existing buildings and grounds of the Center. Office/lab equipment problems and IT related problems are not Facility TCs. New work, such as add a new electric outlet to a lab/office, install new carpet or re-paint, or re-model an office/lab is also not covered under a TC. The Ames Service Request process is used to initiate new facility work.
All trouble calls will be classified as critical, urgent, or routine.
Critical calls are issued for situations which require immediate action to eliminate hazards to personnel, equipment, or environment, to prevent loss of or damage to Government property, or to restore essential services that have been interrupted by an unplanned event. The Contractor will respond within ten minutes following notification.
Urgent calls are issued for situations which do not immediately endanger personnel or threaten to damage property or the environment, but would soon inconvenience and affect the health or well being of personnel or disrupt operational missions or projects. The Contractor will respond within four hours following notification.
Routine calls are for all other calls which do not qualify as a critical or urgent call, and shall be completed within 15 working days.