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Tiered Technical Support

We provide a full range of advanced resolution support with our highly skilled team. Due to the focus on quick turnaround and more "real time" feedback, we can help improve both the operational efficiency and effectiveness with vendors and internal Tier 1 teams that will indirectly help reduce the staffing and support required to handle the same set of customers. We also help you reduce avoidable truck rolls and prevent tickets from getting escalated unnecessarily from Tier 1 to Tier 2/Tier 3 by reviewing tickets and correcting them within the first hour or two after creation.

Examples of tiered technical support we’ve provided include:

• Fixing problems associated with a customer’s web browsing experience (i.e. "walled garden," partial page load errors, and intermittency issues).
• Correcting issues related to a subscribers ability to communicate online, for example issues around sending/receiving emails.
• Supporting compliance with business rules for processes such as transfer of account logins.
• Helping reduce unnecessary truck rolls; for example those booked in an outage area or subscriber is having intermittency issues that can be resolved remotely.

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