Support
Service Advantage Team
Globalgig’s Service Advantage Team provides enhanced support for top-tier Managed Network Service customers, with experienced engineers who understand your network design, documentation, and service requirements.
Use this page to understand what the team supports, how to contact them, and how escalations are managed.
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 top-tier Managed Network 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
Expert Assistance
Proactive Monitoring and Dedicated Resources
Personalized Service
Comprehensive Reporting
Raise a Support Ticket
To raise a support request with the Service Advantage Team, you can email SATicket@globalgig.com. This will automatically create a trouble ticket so the team can track the issue, manage updates, and coordinate next steps.
For any follow-up communications, include your ticket number in the subject line to help keep all activity connected to the same request.
How To Contact the Team:
Email: SATicket@globalgig.com
Phone
US Toll-Free: +1 844 483 5474
International: +44 203 695 3698
Client Ticketing Portal: Log in to the Client Ticketing Portal.
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.
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.