Support
Network Operations
Globalgig’s Network Operations Center (NOC) monitors and supports customer networks around the clock, helping keep services running and issues moving quickly to the right team.
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 request an escalation, our team is available 24/7/365 to assist. If an escalation is requested, it will be handled based on the ticket’s open duration and our established escalation process.
Ticket Priority Assignment Matrix
Globalgig uses the following matrix to assign priority (severity) to support issues.
| High Business unit, department, location | Medium Several users | Low Single user | |
|---|---|---|---|
| High Business unit, department, location | Medium Several users | Low Single user | |
| High | P1 CRITICAL | P2 High | P3 Medium |
| Medium | P2 High | P3 Medium | P4 Low |
| Low | P3 Medium | P4 Low | P4 Low |
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, workaround 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.