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Support and Escalation Manual January 1, 2011

Support and Escalation Manual January 1, 2011. The NetWolves Technical Support Team. What to expect when reporting a problem with your service :

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Support and Escalation Manual January 1, 2011

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  1. Support and Escalation Manual January 1, 2011

  2. The NetWolves Technical Support Team What to expect when reporting a problem with your service : When there appears to be an outage to your service or degradation in network performance, contact the Technical Support Department 24 hours a day, 7 days a week. The Technical Support Representative tracks the trouble ticket and ensures progress continues in a manner consistent with Customer Service Agreements (CSA’s) and other internal metrics used by NetWolves. The Repair Representative provides ongoing status reports to the customer contact as agreed to with the caller. 24 x 7 Network Technical Support Technicians 800-676-8870 option 1 888-NetWolves option 1 Support@Netwolves.com

  3. Technical Support Escalation Guide First Level: Technical Support Team 800-676-8870 option 1 Support@Netwolves.com Second Level: Rickey Thomas, Technical Support Supervisor 813-579-3238 Office 813-770-9071 Cell Rickey.Thomas@Netwolves.com Third Level: George York, Director of Systems Engineering 813-579-3231- Office 813-817-4415 Cell George.york@Netwolves.com Fourth Level: Peter Castle, Chief Operating Officer 813-579-3221 Office 813-385-4904 Cell Peter.Castle@Netwolves.com

  4. Technical Support Escalation Schedule Enterprise Circuits • T1/T3 Class • 24 x 7 Help Desk • 4 hour Escalation Period • OC12/OC24 Class • 24 x 7 Help Desk • 2 hour Escalation Period Managed Network Services • All Other Facilities • 24 x 7 Help Desk • 4 hour Escalation Period Broadband Circuits • DSL/Cable/Wireless • 24 x 7 Help Desk • 1 Business Day Escalation Period (M-F) • Underlying Carrier Support 8 x 5

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