ThinkTel Technical Support & Maintenance (Demark, Escalation, MTTR)
TECHNICAL SUPPORT DEMARK
ThinkTel provides end user technical support for its products and services up to the edge of our IP and TDM networks. Service degradation that is the result of events occurring at customer premise equipment or 3rd party nodes that is not provided by Thinktel is not covered by this technical support MTTR. This also does not include technical inter operation & compatibility of customer premise equipment for service with ThinkTel.
TECHNICAL SUPPORT ESCALATION
All Technical Support requests must begin with initial contact made to level 1, which will create the formal ticket and triage. If level 1 is unable to assist or correct the issue within its MTTR, the ticket is escalated to Level 2 for further analysis. If the issue is found to be within the ThinkTel demark, this issue is then escalated to Level 3, Customer Care Manager.
Should you discover a there is a multi-subscriber outage. Please, open then appropriate ticket(s) and then follow-up with a telephone with the Tier2 toll-free number to indicate an outage. Action can then be taken immediately on the respective tickets.
If you do not follow this procedure, then it is possible that the multi-subscriber issue may not be responded within 1 hour as outlined.
Support Levels
Level 1: (866) 928-4465 support.thinktel.ca 24 x 7 call-in assistance Technical Support
Level 2: (877) 564-7660 support.l2@thinktel.ca 8am-8pm Eastern
For use in the event of
emergency situation/escalation. Emergency support 24x7 Level 2 Support Technicians
Answer will be immediate or
call back within 15 minutes
Level 3: Office:(647) 258-7227 jason.carmichael@thinktel.ca 24x7 Customer Care Manager Mobile: (416) 570-2990
Level 4: Office:(780) 809-8002 dave@thinktel.ca 24x7 President & CEO Mobile: (780) 995-2200
Mean Time To Response (MTTR).
MTTR is the elapsed time before a ThinkTel technician has responded to the ticket (email) or is actively working on it (phone). The time to resolution on each support request varies and is not included in the MTTR measurement.
Level 1: 30 minutes – 1 hour Troubleshooting and analysis of the product that is not performing as expected. The primary focus is identification of the problem as related to the ThinkTel product. If the identified issue is past the ThinkTel demark, advisory solutions may be given. If the issue is found within the ThinkTel demark the customer care representative will make a request for assistance from a Level 2/3 or the ticket will be escalated to NOC directly.
Resolution Response within 24-48 hrs. Resolution itself may be longer if dispatch is required. In the event, of a multi-subscriber outage we will need at least three examples to provide to our underlying carriers.
Level 2: 1 hour – 4 hours Identified issues within the ThinkTel network are escalated to Network Operations or Engineering if not already aware. This also includes network outages, maintenance windows and production nodes issues.
Level 3: 10 minutes – 4 Hours In the event of no or adequate response from Customer Care Support, direct your contact to the Customer Care Manager. A formal ticket with ThinkTel must be in place for the Customer Care Manager to review.
Level 4: 1 – 8 Hours In the event of no response from Level 3 or is unavailable, direct contact to the President & CEO is permitted. A formal ticket with ThinkTel must be in place for the Executive to review.
Scheduled Maintenance Windows NOC typically performs regular maintenance within the 1st week of the month. Email notifications are sent out to the Account contacts 7 to 10 days prior to the scheduled maintenance window. Clients may also visit the ThinkTel support site (http://support.thinktel.ca) for updates and notifications.
Emergency Maintenance Windows In the unlikely event of a predicted service impacting failure, ThinkTel will send out immediate notices to Account Contacts including details of predicted restore time. Clients may also visit the ThinkTel support site (http://support.thinktel.ca) for updates and notifications.
Our Support ad Maintenance agreement is also available as a downloadable attachment below._
