A support system architecture for use in a communications network environment enabling automatic provisioning, change in service, and maintenance at a plurality of subscriber locations. A gateway allows communication between a plurality of programmer providers and a network provider including status information for each of the plurality of subscriber locations. A customer management system in communication with the gateway determines whether service at a subscriber location can be remotely provisioned or changed based on the status information. A service control manager in communication with the customer management system automatically provisions or performs a change in the service of the subscriber location if the service of the subscriber location can be remotely provisioned or changed. A dispatch system in communication with the customer management system automatically schedules work activity to provision the subscriber location or perform a change in service at the subscriber location if the service of the subscriber location cannot be remotely provisioned or changed. A network status monitoring system is also provided in communication with the dispatch system and a plurality of network elements for monitoring a status of each of the network elements and automatically notifying the dispatch system of any faults detected in the network elements.
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