We’re here to help.

Tier 1 Support Level:

The first line of direct customer support, addressing basic customer issues. Moves, Adds and Changes (MAC) is also handled at this level. General inquiries, non-technical questions, basic procedural “how-to” questions are quite common as examples of work performed at this tier.

Tier 2 Support Level:

Involves in-depth technical knowledge and is staffed by technicians who have troubleshooting capabilities beyond the Tier1 employees. Escalations to Tier 2 are often characterized by software defects and issues that require multiple cross-functional teams to troubleshoot.

Tier 3 Support Level:

Requires the highest level of technical expertise and addresses the most complex technical problems and customer issues. Tier 3 issues are handled by Systems and Network Engineers and may require multiple interactions with the customer or manufacturer before the issue is ultimately resolved.

Management:

LANtelligence Management is always monitoring all TAC cases and is stepping up when the situation requires a management intervention for proper escalation.