Wave Business May 9, 2022

Customer Escalation Process

Network Outage Notification Processes and Procedures

G 3.4.2; CALNET – Customer Escalation Process
This Customer Escalation Process applies to all of the services below:
CATEGORY 23; METROPOLITAN AREA NETWORK ETHERNET
CATEGORY 24; FLAT RATE INTERNET SERVICES
CATEGORY 25; SUSTAINED BANDWIDTH INTERNET SERVICE
CATEGORY 30; BROADBAND WITH INTERNET SERVICE
Name Title Office Cell Email Escalation
1st Level Escalation
Christina Cooper Supervisor, Commercial NOC 24-7 (888) 317-0488; 1 (805) 305-3121 chrissy.cooper@astound.com
2nd Level Escalation 30-60 Minutes
Kristopher Johnson NOC Manager, Network Operations – 24/7 (425) 240-4970 (425) 240-4970 kristopher.johnson@astound.com
3rd Level Escalation 60-90 Minutes
Mike Mayernik Sr. Manager, Network Operations – 24/7 (484) 773-2510 (484) 773-2510 mike.maynerik@astound.com