Escalation Paths

Customers with issues that have fallen out of the normal provisioning time frames and ticket resolution service level agreements (SLAs) have an escalation path to request management action on specific issues. MegaPath Operations management ensures issues are responded to within set timeframes and that automatic escalation to higher levels is functioning. Please note that an issue must first be submitted through normal channels, as outlined below.

Definition:

An escalation is an issue whereby MegaPath did not meet commitments that were set in advance for the customer. Eligible issues include:

• An order has fallen outside of normal provisioning time frames where the provider does not seem to be moving forward.
• Customer has not been contacted within 38 hours of IW completion.
• Trouble tickets outside of response or repair SLA.

To be escalated, an issue must first be submitted through normal channels, i.e., portal or phone. An incident number will be assigned on the first contact and is required before any issue can be escalated.

Required Customer Steps:

• Open a standard trouble ticket (24/7):
  • By Phone: 877-611-6342
  • Via Portal: http://my.megapath.com
• Follow the appropriate Pre-Install/Activations or Post-Install Technical Support Escalation path below.

Escalations are routed into MegaPath's incident management system. Workflow rules are set up so that when the initial escalation is received an email is sent to all leads on the Priority Escalation Team within the department selected. Standard response time from the Priority Escalation Team is within 4 business hours.

Escalation Hours:

• Escalations by Phone : 24/7
• Escalations via Email: 7am–9pm ET, Monday–Friday

Pre-Install Voice Service Delivery Escalation Path

Pre-Install Access Service Delivery Escalation Path

Post-Install Technical Support Escalation Path