Escalations
Technical Support and Trouble Resolution
To report technical issues affecting your service please use the table below to contact our Network Operations Centre (NOC) and be prepared to provide the following information:
- Business Name
- Contact Information (name, phone number, email address)
- Service with iTel
- Service Location
- On-site Contact Information (if applicable, name, phone number, email address)
- Description of Problem (Ticket number if you already have one)
Emails into our NOC will generally be triaged and replied to within 30 minutes. Calls will be triaged immediately so it is best practice to call in with any immediate needs. Tickets that involve general requests or questions will remain in L1 for four hours while tickets involving issues will remain in L1 for two hours before being escalated internally to L2 if no resolution is met. You may choose to contact the escalation tiers if you have not obtained an adequate resolution or the time in each tier has elapsed.
Support Escalation Process
| Level | Title | Phone | |
|---|---|---|---|
| Level 1 | L1 Support | 1.888.899.4835 Option 2 | [email protected] |
| Level 2 | L2 Support | 1.888.899.4835 Option 2 | Internal escalation |
Networking Escalation Process
| Level | Title | Phone | |
|---|---|---|---|
| Level 1 | L1 Network Support | 778.376.2043 | [email protected] |
| Level 2 | L2 Networking Support | 778.376.2043 | Internal escalation |
Service Delivery Escalation Process
Upon your order being accepted into the Implementation department, you will be contacted by a dedicated Project Coordinator who will be managing your order from start to finish. You will receive a ticket number for any email correspondence, as well as the direct contact information for your Project Coordinator. Should you have any concerns during the Service Delivery, you may choose to use the escalation path below to have your concern addressed.
| Level | Title | Phone | |
|---|---|---|---|
| Level 1 | Dedicated Project Coordinator | 1.888.899.4835 Option 5 | Reply to original ticket |
| Level 2 | Service Delivery Team Lead - Mary Vandulken | 1.888.899.4835 Ext 6203 | [email protected] |
| Level 3 | Service Delivery Manager - Liz Pereira | 1.888.899.4835 Ext 6212 | [email protected] |
| Level 4 | VP, Operations – Heather Sutherland | 1.888.899.4835 Ext 6200 | [email protected] |
Billing Escalation Process
If you have any concerns or issues with your invoice, please reach out to our Billing Department. You can find their contact information directly on your invoice.
Sales Escalation Process
When contacting sales please provide the following information.
- Business Name
- Contact Information (name, phone number, email address)
- Service you are contacting us about
- Service Location
- Outline of action required
Emails to sales will be replied to within 24 hours. Calls will be responded to within 8 hours or less.
| Level | Title | Phone | |
|---|---|---|---|
| Level 1 | Dedicated Account Executive | 1.888.899.4835 Option 1 | Account Executive’s e-mail address |
