When to follow this process:
When a customer's services were working and accepted but now are not for any reason (e.g. hardware challenge, updated configuration, traffic patterns or Force Majeure). This is also the process to follow for most technical support inquiries during normal business hours for voice, video and circuits (T1 and below). Outside of business hours, these escalations, and any transport-related inquiry (DS3 and above), should be directed to the Network Operations Center. (Refer to Network Operations Center (NOC) escalations section below.)
Information required to escalate an issue:
- Account Number
- Customer Name
- Brief Description of Issue and Reason for Escalation
- Support Ticket Number (if known)
- Circuit ID (if network related)
- Local/On-Site Contact Name
Starting and continuing an escalation:
Prior to escalating an issue, please make sure you or the customer has already attempted to contact the general repair and troubleshooting resources at 1.844.YOUR.CCI (1.844.968.7224) or by submitting a support ticket on the Account Center portal.
If the ticket has been issued an appointment for dispatch, escalations are not accepted until after the appointment time has passed. If the service is not working after the dispatch has occurred, you may escalate via the paths outlined in the CCI Channel Support and Escalation guide available via the Partner ONE portal.
Network Operations Center (NOC) escalations process:
If a NOC ticket has been opened with no ETA for resolution or technician scheduled, you may escalate via the paths outlined in the CCI Channel Support and Escalation guide.
Information required to escalate an issue:
- Customer Name
- Brief Description of Issue and Reason for Escalation
- Support Ticket Number (if known)
- Circuit ID (if network related)
- Local/On-Site Contact Name