What is the Support Process?

Upon receipt of a new ticket, our staff gathers the appropriate information and assigns a priority to the request.

Definitions of the priority levels are as follows:

Priority 1: The customer’s network is down and severely degraded, or business operations are being critically impacted. Our staff will dedicate resources around the clock until a solution is found.
Priority 2: The customer’s network is severely degraded. Our staff will devote resources to resolving the problem during normal working hours.
Priority 3: The customer’s network operation is impaired, yet generally functional. Our staff will devote resources to resolving the problem during normal working hours.
Priority 4: The customer has requested configuration or planning assistance to optimize performance of the network and/or asked a question about the system and its features. Our staff will respond to such request during normal working hours.

Escalation of Customer Requests

Once the customer’s request has been logged and prioritized, we will work with the customer on resolving the issue. If the request is informational in nature, this information will be supplied and the request closed with the customer’s approval.

If further troubleshooting or investigation is required, we will work on the issue. The customer will be kept informed of progress based on the update commitments.

In the unlikely event that the support request cannot be resolved and/or a third party’s involvement is required, customer will be notified immediately so that the appropriate further steps can be agreed and implemented.