Wave Business December 21, 2023

Trouble Ticket Reporting Tool

Customer Service Center Trouble Reporting Processes and Procedures

There are three methods to contact the CNOC on a 24/7 basis

A technician in the CNOC will log the issue, prioritize between P1-P3, confirm contacts, and identify preferred customer contact method (email, phone, or text).
Or
Email: VIPSupport@astound.com
Or
Entering Trouble Ticket into our web portal, powered by ServiceNow.

The customer needs to provide the following information:

  • Brief description of the issue
  • Identify circuit IDs if applicable
  • Physical addresses of issue
  • Contact names, and numbers / Emails

If a ticket is created, CNOC will send confirmation to the customer with the ticket number.
The CNOC updates the customer hourly – until resolution. Ticket status can also be tracked on the web portal.

If at any time there is an issue with updates or questions, the customer can escalate to the contacts below as per escalation detail.

Kristopher Johnson

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Or
Crystalle Andrews

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