Wave Business April 6, 2021

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
Russel Porter CNOC Lead, Network Operations (888) 317-0488 Opt 1;
M – F Only
rporter@wavebroadband.com
2nd Level Escalation 30-60 Minutes
Kristopher Johnson NOC Manager, Network Operations – 24/7 (425) 240-4970 (425) 240-4970 krjohnson@wavebroadband.com
3rd Level Escalation 60-90 Minutes
Crystalle Andrews Sr. Manager, Network Operations – 24/7 (425) 240-4970