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Solutions
NETRIO
SolutionsManaged IT services are essential for the modern organization. As your pace of digital transformation accelerates, your IT infrastructure will grow in both breadth and complexity. It takes a highly skilled team that has expertise in managing complex environments to provide the proactive support model necessary to stay ahead of the demands of the modern workplace.
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Are Managed Services a Good Fit For Your Organization?
We manage IT and technology assets to free up valuable internal resources to lead and deliver on strategic initiatives that advance business goals.
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- 214-888-8500
Trouble Reporting And Escalation Procedures
When reporting a trouble to NETRIO, the customer will be asked to supply as much diagnostic information as is available. To obtain status of a trouble ticket, or to report a trouble and obtain a trouble ticket number, please contact our Network Operations Center (NOC):
214-888-8500; Option 2 or email at support@netrio.com or complete the support request form at https://www.netrio.com/support
Please provide as much detail describing the issue and the affected services including Service Address & Circuit ID (if applicable) or if Voice Services please include the called or calling telephone number.
NETRIO will normally categorize troubles according to their severity and the perceived impact on the customer’s business operation. The following table shows these categories and definitions.
Priority | SLA Response | Description | Update Frequency |
1: Critical | 30 Minutes | Emergency/Hard-Down | Hourly |
2: High | 120 Minutes | Bouncing or Intermittent Outages | Every 4 Hours |
3: Medium | 240 Minutes | Client Initiated Request | Every 24 Hours |
4: Low | 24 Hours | Client Information Request | Every 48 Hours |
Support Escalations
Trouble Escalation List for NETRIO
During the course of resolving a trouble, the NOC will initiate escalation procedures at pre-defined times. These procedures are intended to alert progressively more senior levels of the NETRIO management, and to involve them in the resolution process when necessary. The NETRIO internal escalation trigger points and timelines are shown in the following table:
Escalation | Critical | Major | Minor |
1st | 1 Hour | 2 Hours | 4 Hours |
2nd | 2 Hours | 4 Hours | 8 Hours |
3rd | 3 Hours | 8 Hours | 16 Hours |
4th | 4 Hours | 16 Hours | 32 Hours |
If for any reason you are not satisfied with the response or handling of your trouble, please escalate all issues as follows
To ensure that NETRIO management is fully engaged and/or aware of any situation the CLIENT deems necessary, the CLIENT may require escalation beyond the NOC Resources. The escalation path would include:
Step | Description | Includes | Telephone | |
1 | Escalation Team-1 | Shared Staff | escalations@nocoperations.com | 972-591-1922 |
2 | Escalation Team-2 | Shift Lead and Manager On Duty | escalations2@nocoperations.com | 214-888-8500 Option 2 |
3 | Escalation Team-3 | Director & VP | escalations3@nocoperations.com | 214-888-8504 |
4 | Escalation Team-4 | CTO/COO | escalations4@nocoperations.com | 214-888-8518 |
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