ESCALATION CHART AND RESPONSE TIMES

There are two levels of escalation for support. Level 1, and Level 2. Level 2 MAC’s (Urgent) must be specifically requested by customer. Standard response times are below:

MAC – Level 1 2 business days 3 business days
Move/Add/Change Help Desk Technical Lead
MAC – Level 2 1 business day 2 business days
Expedited MAC (additional charges apply) Help Desk Technical Lead

Break /Fix service tickets are managed on behalf of our clients and typically at no charge to the customer. In the event that an outage is caused by the customer, additional charges may apply.

There are four levels of repair tickets. Standard response times are below:

 Repair – Level 1 4 Hours 6 Hours 12 Hours 1 bus. Day
Non-service affecting on single customer line Help Desk Technical Lead Toronto GM President
Repair – Level 2 1 Hour 2 Hours 4 Hours 8 Hours
Non-service affecting on multiple customer lines Help Desk Technical Lead Toronto GM President
Repair – Level 3 30 Min. 1 Hour 2 Hours 4 Hours
Service affecting on single customer line Help Desk Technical Lead Toronto GM President
Repair – Level 4 15 Min. 30 Min. 1 Hour
Service affecting on multiple customer lines Help Desk Technical Lead Toronto GM

Contact Information: 416-645-0902 0r 1-888-359-7810

After Hours – option 2 – voicemail will page on call technician

Help Desk – ext. 4035

Technical Lead – ext. 4070

GM – ext. 4030