nocnett
Computer Assets’ Customer Escalation Process

Purpose
The purpose of this document is to outline the escalation procedures for customer issues. The appropriate group to receive notifications of escalations is the nocnett support services organization at 1-(877)-nocnett. This document describes the process by which customers can initiate the escalation process.

Nocnett’s Technical Support is responsible for and has access to any and all corporate resources available to provide a solution to a customer problem. Their mission is to provide a high quality solution to customer problems in as expeditious a manner as possible. If for any reason, a customer feels that their problem is not being given the appropriate attention or priority, the following escalation procedures should be followed.

Escalation is to be used when standard operating procedures break down in any way. Below are the steps a customer should follow to escalate an issue:

Customer Guidelines for Escalation - How to Escalate an Issue

There may be a time that a Computer Assets’ customer wishes to escalate a problem related to Computer Assets, either because of the urgency of the problem, or because they do not feel it is being given the priority it deserves.

Below are the steps a customer should follow to escalate an issue:

Existing Open Issue with Technical Support

If you have an existing issue open that needs to be escalated, contact the nocnett support specialist that is handling the issue and ask them to escalate the call. If for whatever reason you feel this is inappropriate, contact one of the nocnett support manager* instead. The names are listed below. They will take the necessary steps to ensure that the call receives the appropriate priority and/or attention. Contacts for escalating beyond the nocnett support manager are also listed; however, the nocnett support manager (or Team Leader) needs to be the primary contact in an escalation.

Escalation Contacts in Technical Support

The following charts outline whom to contact within nocnett technical support based on the areas of responsibility.

* nocnett primary escalation contact