Support Escalation Matrix
0 people liked this article
We understand that there may be situations where you need to bring a case to our attention. We have tried to make this as easy as possible, and our team will partner with you to resolve the escalation. In the first instance, please go to the case in expereoOneand put a note requesting an escalation. Should you require further escalation, the numbers below are available.
|
Support Manager [24x7] +1 321 549 0919 (AME) +31 20 788 0565 (EUR) |
LEVEL 3 |
|
Team Leaders [24x7] +1 321 549 0918 (AME) +31 20 788 0564 (EUR) |
LEVEL 2 |
|
Senior Case Handler [24x7] +1 321 549 0915 (AME) +31 20 788 0563 (EUR) |
LEVEL 1 |
| Commitments | ||
| Dedicated Internet Access (DIA) & Overlay (SD-WAN) | Broadband | |
|
Service Level Agreement (SLA): |
|
Non-Guaranteed, best effort as updates are available |
| Reason for Outage (RFO) | Target of 5 working days for outages longer than 10 minutes |
Target of 5-10 working days for outages longer than 30 minutes |
Popular Articles
-
What is the Support process for managing and handling cases?
3 people say this guide was helpful
-
Where can I find the Reason for Outage (RFO) for an Incident Cases?
2 people say this guide was helpful
-
How to create a new case in expereoOne?
16 people say this guide was helpful
-
How to Add a New User in expereoOne?
1 people say this guide was helpful