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Internet Wholesale Escalation Chart

 

The following escalation chart can be used to follow-up on any repair ticket, service call, connectivity or equipment issues post installation with our Business Technical Support Specialists. For any other inquiry related to sign-up, installations and pending hardware requisitions, please contact your business representative.

 

Hours of operation:

Monday- Friday 8 a.m. — 8 p.m. EST

 

1st Level Contact: Open Repair Ticket https://www.3web.com/reseller

Response time: Receipt acknowledgment response to ticket within 4 business hours. Subsequent updates provided every 12 business hours or less.

 

2nd Level Contact: 1-866-928-4465 (option 3 for Support then 3 for Wholesale Internet Support)

To be used if there was no reply within the 1st contact response times.

Response time: Immediate live agent.

 

3rd Level Contact: wholesale.team@distributel.ca

To be used if:

1.) No response within 12 business hours from Contact 1.

2.) No live agents available on Contact 2.

 

4th Level Contact: Supervisor – Business Technical Support

Email: L3support@distributel.ca

Phone: 866-716-0626

To be used if no response was provided within the specified time frames listed under Contact 1, 2 and 3. Response time is within 4 hours of receiving the information.

 

Outage reporting:

If a Re-seller reports having multiple issues with at least 5 customers, this would be considered a possible outage. The Re-seller is to create an email and send it to wholesale.team@distributel.ca, with a minimum of 5 accounts and provide details about the troubleshooting completed with the customers (Account number, troubleshooting done, behavior, etc.). The Re-seller is then to follow the escalation chart, but starting at 2nd Contact. Confirmation will be given for the receipt of the information and the Re-seller will be informed that issue will be escalated to the appropriate carrier.

NOTE: Any individual tickets still require full troubleshooting (with the proper template for each of them being used) and will then be escalated to the carrier on an individual basis.


Properties ID: 000576   Views: 996   Updated: 2 years ago
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