Repair and Escalation

Repair and Escalation Matrix Premier Trouble reporting guidelines: Priority Definition 1 Out of service 2 Partial/Intermittent Service Outage 3 Quality 4 Non-Service Affecting Information Required Company name Contact name Customer ticket number Call-back number Telephone number impacted Call example information, including origination & termination numbers Description of the problem Any testing you may have performed Approximate time the impairment occurred (GMT if available) Contact ITAC Support & Trouble Reporting at 866.557.8920 and NOC@impacttelecom.com Repair and escalations available 24/7/365 Escalations: Tier Role Name Phone Email 1 ITAC Tech --- 866.557.8920 noc@impacttelecom.com 2 Senior Manager, ITAC Bill Reichert 248.784.2575 Cell: 303.518.7740 Bill.reichert@lingo.com 3 Senior Director, Service Assurance Daniel Ossa 248.784.2575 Cell: 517.518.2418 dossa@bullseyetelecom.com Premier service levels, per Service Level Agreements (SLAs): Premier Service Levels Priority Circuit Type MTTA MTTR Updates 1 Out of service 1 Hour 4 Hours Hourly 2 Partial/Intermittent Service Outage 1 Hour 8 Hours 2 Hour Intervals 3 Quality 1 Hour 16 Hours 8 Hours 4 Non-Service Affecting 1 Hour 24 Hours 24 Hours Repair and Escalation Matrix Commercial Services Contact ITAC Support & Trouble Reporting at 888.411.1175 and customer.support@lingo.com Level Role Name Phone Email 1 Customer Support --- 888.411.1175 itaccommercial@impacttelecom.com 2 Senior Manager, ITAC Bill Reichert 248.784.2575 Cell: 303.518.7740 Bill.reichert@lingo.com 3 Senior Director, Service Assurance Daniel Ossa 248.784.2575 Cell: 517.518.2418 dossa@bullseyetelecom.com 4 Vice President, Client Srervices Grant Williams 470.401.0047 Cell: 813.830.1600 grant.wiliams@lingo.com Escalations: Trouble reporting guidelines: Priority Definition 1 Out of service 2 Partial/Intermittent Service Outage 3 Quality 4 Non-Service Affecting Information Required Company name Contact name Customer ticket number Call-back number Telephone number impacted Call example information, including origination & termination numbers Description of the problem Any testing you may have performed Approximate time the impairment occurred (GMT if available) Repair and Escalation Matrix VoIP & Data Contact the Client Services Repair team at 877.438.2855, option 2 (Repair) 24/7/365 For all service-related issues: If a response is not received within the timeframes indicated above, you can call the following leaders directly: Escalation requests taken Mon - Fri, 8am - 7pm ET, Sat - Sun 9am to 6pm ET. Level Role Name Hours Phone Email 1 Assigned Technician --- Mon - Fri: 8am to 7pm ET Sat-Sun: 9am to 6pm ET 877.438.2855 2 Escalation / Lead Tech Lead Tech Mon - Sun 8am to 7pm ET 800.300.0048 repairlevel2escalationgroup@bul lseyetelecom.com 3 Supervisor, Advanced Resolution Center Luca Rivas- Fajohn Mon - Fri 9am to 5pm ET 503.336.9902 fajohn@bullseyetelecom.com 4 Senior Director, Service Assurance Daniel Ossa 248.784.2575 dossa@bullseyetelecom.com 5 Vice President, Client Srervices Grant Williams 470.401.0047 grant.wiliams@lingo.com Guidelines for Escalation after Commitment expired Circuit Type 1st Level 2nd Level 3rd Level 4th Level DS1 Out of Service 1 Hour 2 Hours 3 Hours 4 Hours POTS/ Broadband/ VOIP Out Of Service 4 Hours 5 Hours 6 Hours 7 Hours Service Affecting All Products 5 Hours 8 Hours 10 Hours 16 Hours *Business hours are from the time the ticket was open not including time when there is no access. Repair and Escalation Matrix Transport Contact the Client Services Repair team at 877.438.2855, option 2 (Repair) 24/7/365 For all service-related issues: If a response is not received within the timeframes indicated above, you can call the following leaders directly: Escalation requests taken Mon - Fri, 8am - 7pm ET, Sat - Sun 9am to 6pm ET. Level Role Name Hours Phone Email 1 Assigned Technician --- Mon - Fri: 8am to 7pm ET Sat-Sun: 9am to 6pm ET 877.438.2855 2 Escalation / Lead Tech Team Lead Mon - Sun 8am to 7pm ET 800.300.0048 repairlevel2escalationgroup@ bullseyetelecom.com 3 Supervisor, Advanced Resolution Center Carolina Barroso Mon - Fri 9am to 5pm ET 284.784.2607 cbarroso@bullseyetelecom.com 4 Senior Director, Service Assurance Daniel Ossa 248.784.2575 dossa@bullseyetelecom.com 5 Vice President, Client Services Grant Williams 470.401.0047 grant.wiliams@lingo.com Guidelines for Escalation after Commitment expired Circuit Type 1st Level 2nd Level 3rd Level 4th Level DS1 Out of Service 1 Hour 2 Hours 3 Hours 4 Hours POTS/ Broadband/ VOIP Out Of Service 4 Hours 5 Hours 6 Hours 7 Hours Service Affecting All Products 5 Hours 8 Hours 10 Hours 16 Hours *Business hours are from the time the ticket was open not including time when there is no access. Repair and Escalation Matrix Analog Services Contact the Client Services Repair team at 877.438.2855, option 2 (Repair) 24/7/365 For all service-related issues: If a response is not received within the timeframes indicated above, you can call the following leaders directly: Escalation requests taken Mon - Fri, 8am - 7pm ET, Sat - Sun 9am to 6pm ET. Level Role Name Hours Phone Email 1 Assigned Technician --- Mon - Fri: 8am to 7pm ET Sat-Sun: 9am to 6pm ET 888.778.4646 2 Escalation / Lead Tech Team Lead Mon - Sun 8am to 7pm ET AtmoreTech@lingo.com 3 Supervisor, Advanced Resolution Center Carolina Barroso Mon - Fri 9am to 5pm ET 284.784.2607 cbarroso@bullseyetelecom.com 4 Senior Director, Service Assurance Daniel Ossa 248.784.2575 dossa@bullseyetelecom.com 5 Vice President, Operations Tammy Whitefoot 248.784.2505 twhitefoot@bullseyetelecom.com Guidelines for Escalation after Commitment expired Circuit Type 1st Level 2nd Level 3rd Level 4th Level POTS/ Broadband/ VOIP Out Of Service 4 Hours 5 Hours 6 Hours 7 Hours Service Affecting All Products 5 Hours 8 Hours 10 Hours 16 Hours *Business hours are from the time the ticket was open not including time when there is no access.