Globalgig Service Advantage Team
Proactive Support for Seamless Network Operations
In today’s fast-paced business environment, network downtime means lost revenue and productivity. The Globalgig Service Advantage Team is dedicated to providing premium support to our managed services customers, ensuring your network operates smoothly and efficiently.
Our Service Advantage Team consists of highly skilled engineers who are available to swiftly resolve any network issues. With around-the-clock monitoring and a deep understanding of your customized solutions, our team maintains as-built network documentation to deliver the best possible support.
Benefits:
- Exclusive Support: Dedicated to Premier tiers in managed services.
- Expert Assistance: Direct access to Tier 3 engineering staff for technical support and troubleshooting.
- Proactive Monitoring and Dedicated Resources: Experienced network engineers who know your network inside and out. Dedicated support for issue escalation and resolution.
- Personalized Service: Tailored service for your unique network setup.
- Comprehensive Reporting: Enhanced reporting aligned with your managed services plan.
Contacting the Service Advantage Team
Email: [email protected]
Sending an email to the above email address will automatically generate a trouble ticket. All action is addressed through this ticket and is mandatory to track work and communicate status updates. Please include your ticket number in the subject line of all follow-up communications to ensure continuity.
Phone:
US Toll-Free +1 800 806 2800
International +44 203 695 3698
Ticket Portal: Login to the Client Ticketing Portal
Escalation List, Process, and Timelines
Should you need to escalate an issue, our team is available 24/7/365.
| Escalation Level | Name | Contact Number | 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] |
| 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 | Matt Sprouse
Sr. Manager, Service Advantage Engineering | Direct Dial
+1 726 262 4357 (US) Mobile +1 970 471 2621 (US) | [email protected] |
| 5 | Ben Mailey
VP, 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 is opened.
- 2nd Level of Escalation: Two hours after the ticket is opened.
- 3rd Level of Escalation: Three hours after the ticket is opened.
- 4th Level of Escalation: Four hours after the ticket is opened.
- 5th Level of Escalation: Five hours after the ticket is opened.
Service intervals are the targeted levels only and do not replace the contracted levels defined in a customer’s master service level agreement.