Support
Service Desk
Globalgig’s Service Desk is your primary contact for resolving technical issues and managing service requests, offering direct support Monday through Friday.
Use this page to understand how support tickets are handled, when escalations happen, and who to contact when you need help.
Support Escalation Contacts
Should you need to escalate an issue, our team is available Monday through Firday, 7 a.m. to 6 p.m. CST. You can open a ticket 24/7/365 via email: support@globalgig.com.
Globalgig Ticket Escalation
Service intervals are targeted levels and do not replace the contracted levels defined in a customer’s main service agreement.
1st Level: One hour after the ticket has been opened.
2nd Level: Two hours after the ticket has been opened.
3rd Level: Three hours after the ticket has been opened.
4th Level: Four hours after the ticket has been opened.
Globalgig Ticket Handling
Globalgig uses the following matrix to assign priority (severity) to support issues.
| Priority Level | Definition | MTTA | Ticket Updates | MTTR |
|---|---|---|---|---|
| Priority 1 | Corporate internet or cloud services are down; technical issues halting time-sensitive work. | 1 Hour | Hourly | 4 Hours |
| Priority 2 | Technical issues that impede time-sensitive work. | 4 Hours | Every 4 hours or by next business day | 1 Business Day |
| Priority 3 | Individual hardware or software support, network issues, account issues, and printing problems. | 8 Hours | Every 8 hours or by next business day | 2 Business Days |
| Priority 4 | Technology consultation, general questions, office moves. | 2 Business Days | Every 8 hours or by next business day | 5 Business Days |
MTTA = Mean Time to Accept: Elapsed time it takes for Tier 1 tech to pick up ticket and start working it.
MTTR = Mean Time to Resolution: Elapsed time it takes to resolve customer issue.