Customer Escalation Process
Network Outage Notification Processes and Procedures
| G 3.4.2; CALNET – Customer Escalation Process | |||
|---|---|---|---|
| This Customer Escalation Process applies to all of the services below: | |||
| CATEGORY 23; METROPOLITAN AREA NETWORK ETHERNET | |||
| CATEGORY 24; FLAT RATE INTERNET SERVICES | |||
| CATEGORY 25; SUSTAINED BANDWIDTH INTERNET SERVICE | |||
| CATEGORY 30; BROADBAND WITH INTERNET SERVICE | |||
| Name | Title | Office | Cell | Escalation | |
|---|---|---|---|---|---|
| 1st Level Escalation | |||||
| Christina Cooper | Manager, Process Management 24/7 | (805) 548-2524 | chrissy.cooper@astound.com | ||
| 2nd Level Escalation | 30-60 Minutes | ||||
| Kristopher Johnson | Sr. Manager, Network Operations 24/7 | (425) 217-4258 | kristopher.johnson@astound.com | ||
| 3rd Level Escalation | 60-90 Minutes | ||||
| Mike Mayernik | Sr. Dir, Service Delivery | (610) 419-2288 | (484) 773-2510 | mike.maynerik@astound.com |
