Globalgig Network Operations Center Support
Inside Our NOC: Escalation and Resolution Guidelines
Our Network Operations Center (NOC) monitors and manages your IT infrastructure, ensuring your network runs smoothly and efficiently. With a focus on minimizing downtime, we work to proactively to detect and resolve issues before they impact your business.
This page provides an overview of how Globalgig manages escalations and support tickets. Whether it’s a routine request or an outage, our team is here to help.
Escalation List, Process, and Timelines
Should you need to escalate an issue, our team is available 24/7/365.
| Escalation Level | Contact Name | Contact Numbers | Email Address |
|---|---|---|---|
| 1 | Globalgig Support | US Toll Free
+1 844 483 5474 Direct Dial +1 512 717 0161 (US) +44 203 695 3698 (UK) | [email protected] |
| 2 | Globalgig Support Supervisor | US Toll Free
+1 844 483 5474 Direct Dial +1 512 717 0161 (US) +44 203 695 3698 (UK) | [email protected] |
| 3 | Charles Standly
Manager, Incident Management | Direct Dial
+1 504 229 9003 (US) Mobile +1 504 272 7512 (US) | [email protected] |
| 4 | Ben Mailey
VP of Support Operations | Direct Dial
+1 737 277 9492 (US) Mobile +1 254 681 8375 (US) | [email protected] |
The escalation steps are as follows:
- 1st Level of Escalation: One hour after the ticket has been opened.
- 2nd Level of Escalation: Two hours after the ticket has been opened.
- 3rd Level of Escalation: Three hours after the ticket has been opened.
- 4th Level of Escalation: Four hours after the ticket has been opened.
Service intervals are the targeted levels only and do not replace the contracted levels defined in a customer’s master service level agreement.
Ticket Priority Assignment Matrix
Globalgig uses the following matrix to assign priority (severity) to support issues:
Globalgig Ticket Handling
| Priority Level | Definition | MTTA | Ticket Updates | MTTR |
|---|---|---|---|---|
| Priority 1 | Widespread outage affecting entire site where users can't perform any work functions. | 15 Minutes | Hourly | 4 Hours |
| Priority 2 | Multiple users impacted/impaired or can't perform work functions. | 30 Minutes | Hourly | 8 Hours |
| Priority 3 | Multiple users impacted, work around may be in place, work functions impaired. | 45 Minutes | Every 4 hours or by next business day | 24 Hours |
| Priority 4 | Single user inconvenienced or routine request. | 60 Minutes | Every 8 hours or by next business day | 36 Hours |
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.