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Support Escalation Matrix

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To ensure high visibility of your install base, efficient case handling, and effective communication with our support team, use our expereoOne platform to open cases. 

  Level 1 Level 2 Level 3
Escalation  Owner

Senior Case Handler

[24x7]

Phone: +1 321 549 0915 (AME)

+31 20 788 0563 (EUR)

E-Mail: support@expereo.com1      
 

Team Leaders

[24x7]

Phone: +1 321 549 0918 (AME)

+31 20 788 0564 (EUR)

E-Mail: support@expereo.com1      
 

Support Manager

[24x7]

Phone: +1 321 549 0919 (AME)

+31 20 788 0565 (EUR)

E-Mail: support@expereo.com1     
 

 

 

  Dedicated Internet Access ( DIA ) Broadband
Service Level Agreement (SLA):     
 

Priority1 Guaranteed, as per contractual Time To Resolve  

Priority2/3 Non-Guaranteed, best effort as updates are available

Non-Guaranteed, best effort as updates are available
Reason for Outage (RFO) 5 working days for outages longer than 10 minutes      5-10 working days for outages longer than 30 minutes     
 

 

Please note: 

 

  1. Our e-mail support@expereo.com is proactively monitored 24x7 for an optimum response rate
  2. You can escalate via phone or send an e-mail at support@expereo.com using the same opened case e-mail thread. Changes in the case subject will auto create a new case and may delay response.
 
 

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