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Forms
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Netli has created a comprehensive service delivery, customer support, and Network Operations Center (NOC) to meet and exceed the demands of its partners and customers. At the center of this support infrastructure are highly trained application and network performance experts who are committed to delivering industry-leading customer support services for partners and customers.
Problem resolution
While problems rarely arise, Netli believes that it is important to be prepared to handle any issue that comes up. To this end, Netli Service Delivery and Support employs well defined escalation procedures and policies. Netli will automatically escalate a customer issue internally and the partner may also request the problem be raised to the next highest level.
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Severity 1
Description: A level in which an outage directly affects a Netli VDC and the partner or customer receives no service.
Escalation: Within 15 minutes of identification and classification of the problem.
Severity 2
Description: A level in which only a portion of an offered service is affected. A percentage of the service is not available, but service continues to be provided.
Escalation: Within 30 minutes, after classification and troubleshooting attempts failed.
Severity 3
Description: A level in which no service is affected.
Escalation: Within one hour if necessary.
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Proactive alerts from Netli
Netli will automatically notify the partner's support organization if its NOC notices a problem that impacts one of the partner's customers. If this should occur, the partner can expect to receive the following type of information in the communication: when the problem was first noticed, summary of the situation, customers potentially impacted, target timeframe for fix, and recommendations for customer contact.
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