Process and Escalation Procedures

When you call our customer support center for support for former CNT products, a Remote Management Technician answers the phone. The Remote Management Technician will open a Service Request for you, based on information you provide about your company, the equipment involved (former CNT products), and the nature of the problem. This Remote Management Technician will also assign a severity rating to your Service Request (see Severity Definitions below).

All of this information is then transferred to the Remote Support Engineer who works with you and uses our remote diagnostic capabilities to resolve your problem. If the problem can not be resolved at this point, your Service Request is escalated to the next severity rating, which pulls in additional team members including the Technical Account Engineer and/or the Product Engineer.

Our rapid escalation process ensures that your problem is quickly identified and solved to get your network back online fast. In fact, we identify 90 percent of problems without dispatching an engineer.

Severity 1 conditions are defined as problems that impact the customer's operation to the point where the network is unusable.

Severity 2 conditions are defined as problems that impact the customer's operation, yet the network is usable.

Severity 3 conditions are defined as minor problems that can be worked around with little to no impact to the customer.