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 | Escalation | |
|---|---|---|---|---|---|
| 1st Level Escalation | |||||
| Christina Cooper | Supervisor, Commercial NOC 24-7 | (888) 317-0488; 1 | (805) 305-3121 | chrissy.cooper@wavebusiness.com | |
| 2nd Level Escalation | 30-60 Minutes | ||||
| Kristopher Johnson | NOC Manager, Network Operations – 24/7 | (425) 240-4970 | (425) 240-4970 | kristopher.johnson@wavebusiness.com | |
| 3rd Level Escalation | 60-90 Minutes | ||||
| Mike Mayernik | Sr. Manager, Network Operations – 24/7 | (484) 773-2510 | (484) 773-2510 | mike.maynerik@wavebusiness.com |
