This section is provided to ensure that when you contact NocTel support the appropriate information is relayed. This ensures your ticket is handled in a quick and efficient manner.

Scope 

This process is intended for contacting NocTel support for all service impacting issues including call set up, call troubleshooting, DTMF related issues, etc. 

The processes documented within are: 

• Ticket Reporting
• SLA Levels
• Escalation 

Ticket Reporting 

In the instance that you need to contact NocTel support they can be reached by email at support@noctel.com, from your NocTel phone by dialing +1.503.764.4300. It is highly recommended that you email a support ticket, as this will allow the most efficient dispatching for your problem. 

Call Ticketing

When reporting an origination/termination ticket, please provide the following: 

• Phone number called from and phone number called to
• The time that the call was placed
• Trouble that you are reporting: 
• DTMF not received
• Not Registering
• Dead Air, Busy tone, Congestion 
• Description of any troubleshooting already performed 

If the above information is not provided, our support team will respond requesting the information above before continuing to research, so please do include this information with any initial request for a ticket, it helps speed the support process along. 

Control Panel Ticketing

When reporting any issues with NocTel web applications, such as the NocTel Control Panel, please provide the following information: 

• Application that was being accessed (URL)
• The time that the error was received from the application
• The error code or message returned
• User that was accessing
• Any troubleshooting already performed 

Service Level Agreement Levels 

Emergency 

Service-impacting issues that affect real-time call capabilities across multiple voice numbers, including the ability to successfully complete calls, QOS problems across multiple routes or numbers, or ability to connect to NocTel voice switches 

• Ticket Acknowledgment: 15 minutes
• Repair Started: Immediately 
• Status Update: Every hour
• Target Resolution: Immediate

 We can have a support technician on-site within 4 hours if necessary

High Priority 

Service-impacting issues that affects customer ability to utilize NocTel services, including single call failures, phone registration issues, LNP issues occurring on the FOC date, or general connectivity issues

• Ticket Acknowledgment: 30 minutes
• Status Update: Every 2 hours 
• Target Resolution: Same Day 

Priority 

Non service-impacting issues that affects customer ability to utilize NocTel services, including intermittent QOS issues, 911 administration, portal login issues, and API problems

• Ticket Acknowledgment: 60 minutes
• Status Update: Every 4 hours 
• Target Resolution: Next Business Day 

Request 

Non service-impacting issues including order status updates, new customer interoperability testing and setup, training, testing, Control Panel login creation/modification

• Ticket Acknowledgment: 60 minutes
• Status Update: Ticket Completion
• Target Resolution: Open

Escalation 

The goal of NocTel customer support is to always meet and exceed customer expectations by consistently and efficiently resolving service tickets within the given SLA timeframes.

support@noctel.com or +1.503.764.4300 should be your primary point of ticket submission as it adequately notifies the support staff that is on-duty to handle your call.

If you feel that your ticket is not being addressed appropriately or being resolved within a reasonable timeframe, the following steps outline the path to escalate the issue within our service departments.

1. Escalate the ticket to NocTel customer support by calling in and speaking to an employee assigned to ticket. The employee assigned to the ticket can internally escalate if the SLA is not being met, if the ticket was incorrectly diagnosed, or incorrectly prioritized. An internal escalation will result in notification to your Account Manager.
2. Escalate the issue to the Network Operations Center (NOC) by emailing noc@noctel.com or calling the 24x7 NOC hotline at +1.503.764.4300.
3. Directly escalate the issue to the Customer Experience Engineer.  Our Customer Experience Engineer oversees our support department as well as our complete technological structure and has the tools necessary to escalate/complete the ticket internally if the SLA is not being met or if your experience with customer support is not satisfactory. He is available to you for customer complaints, suggestions, or technical assistance, at any time. He is also the correct escalation contact for issues that encompass multiple tickets or multiple troubles on the same account.
   

   Joey Macaluso, Customer Experience Engineer

   Office: +1.828.360.3460

   joey.macaluso@noctel.com

4. If your needs remain unresolved through escalation to the Customer Experience Engineer, please contact our owner with your concerns. The owner will ensure that your account is properly looked after and will initiate the appropriate escalations and teams to get your ticket resolved.

Cory Schruth, Owner

Office: +1.503.764.4327

cory.schruth@noctel.com