LANTELLIGENCE SUPPORT

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The Right Support = Your Peace of Mind

  • Reach a technical specialist directly with one phone call.
  • Have your request addressed quickly! Check out our Service Level Agreement table »
  • Call as early as 4:00 AM (PST) and as late as 9:00 PM (EST). See our available support times »
  • Have the dedicated Technical Assistance Center Manager oversee your case and speed-up an escalation to required level.
  • Get help with carrier issues that are affecting your phone system.

Support Plan Coverage

Support Times

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.