AT&T Business Voice over IP (BVoIP)



The following contacts are available to help you if you should experience any issues with your service. Please use the First Level contact as soon as you experience a service issue. AT&T will attempt to resolve your issue as soon as you notify us. Escalations to higher levels should only be requested when there is no forward progress seen towards resolution and the interval for your issue from the time you reported it is longer than noted for each level.Escalation Severity Levels:Severity 1 (High): This severity is set when a customer has any location with multiple users, who are unable to make outbound or inbound calls, are experiencing one way audio or the entire site is down.Severity 2 (Medium): This severity is set when the operation of phones, network equipment or circuit is experiencing latency, degraded performance, or certain aspects of the customer’s business operation are being negatively impacted.IP Flexible ReachLevel & IntervalsOwnerResponsibilityContactFirst LevelSeverity 1 – 1 HourSeverity 2 – 2 HoursTier 1 agentsReceive calls, or system-generated tickets.Proactively monitoring managed routers within the customer’s network.Referring circuit issues to regional MIS Specialist TeamWorking jointly with MIS Specialist Team to troubleshoot customer problems, if required.Notifying the customer of status as required.Engages Higher Tier, if required.Electronically through Business Direct(877) 288-8362 Prompt 1Second LevelSeverity 1 – 2 HoursSeverity 2 – 4 HoursTeam ManagerReview status ticketEnsure customer of progress and involvementEscalate to supplier managementEngages or escalates to Tier 2 management when appropriateMonitor ticket through closureFacilitate technical and customer bridgesElectronically through Business Direct(877) 288-8362 Prompt 1 – ask to speak with the Team LeadThird LevelSeverity 1: 3 HoursSeverity 2: 6 HoursCustomer Service Managers Review current status of ticketProvide customer next step action planEscalate to supplier managementFacilitate technical and customer bridgesMonitor ticket through closureElectronically through Business Direct(877) 288-8362 Prompt 1 – ask to speak with the Area Manager. For after hours escalations contact (877) 288-8362 and ask for the Escalation Manager.Fourth LevelPriority 1 – 4 HoursPriority 2 – 8 HoursDirectorObtains current statusEnsure customer of progress involvementEscalate to supplier managementMonitor ticket through closureTo obtain a Fourth level escalation (Director level) please contact (877) 288-8362 Prompt 1 – ask to speak with the Area Manager and the Area Manager will put you in contact with the Fourth level. When escalating a problem, it is important to provide the following information: Your Business name & locationYour name and telephone numberAOTS ticket number(s) – the ticket number you were given when you originally reported the problem Length of time the service has been affected or the trouble ticket has been openedTrouble description (e.g., out of service, service degraded, etc.)The action or resolution requestedLast update 4/2/2013 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download