Customer Support and Escalation Policy

FlexNetworks operates a 24/7/365 Network Operations Center (NOC) that continuously monitors the surveillance of its network elements as well as fielding inbound Customer calls.

The FlexNetworks NOC is the only appropriate Service Assurance path to receive notifications of Customer issues and should be immediately contacted for Severity 1 incidents by calling our NOC at 

1-800-724-8353, Option 2.

Both Severity 2 or Severity 3 can be submitted via voice call or by email (support@flexnetworks.ca).

Assigning Severity Guidelines

When a Customer is submitting a problem to FlexNetworks, it is requested that they assign a Severity level as indicated below.

Severity 1:   An existing telecommunications service is down or there is a critical impact to the end Customer’s business operation. The Customer and FlexNetworks will both commit full-time resources on a 7×24 basis to resolve the situation.

Severity 2:   Operational performance of the telecommunications service performance is impaired, although most business operations remain functional. The Customer and FlexNetworks are both willing to commit resources during Standard Business Hours to restore service to satisfactory levels.

Severity 3: Information is required on FlexNetworks service capabilities or configuration. There is little or no impact to the end Customer’s business operation. The Customer and FlexNetworks are both willing to provide resources during Standard Business Hours to provide information or assistance as requested.

The NOC will establish a Ticket number to document your event, and ensure the right resources are engaged to address your need. When submitting your initial request, please provide the following information;

• Company Name 
• Callback contact name and number 
• Type of Service (for example, EPL, Internet, Wavelength, etc) 
• Associated FlexNetworks’ Circuit ID 
• Brief description of problem

Escalation Timescales and Guidelines

The following escalation timescales are automatically invoked on all trouble tickets. Independent of this process, should the Customer believe that adequate progress is not being made regarding resolution of a properly submitted problem, the Customer may request the NOC escalate the trouble ticket to the next higher level as set out in the “Automatic Escalation Process” table below.

Severity 1

Within 30 minutes after the initial call and should the NOC be unable to resolve the Customer issue, the NOC is required to escalate to the FlexNetworks’ On-Duty technical representative.

Within 4 hours after the initial call and should the FlexNetworks’ On-Duty technical representative be unable to determine root cause and commence repair of the Customer issue, the NOC is required to escalate to the Director of Operations.

Within 12 hours after initial call and should the FlexNetworks’ Director of Operations be unable to determine root cause and commence repair of the Customer issue, the NOC is required to escalate to the FlexNetworks’ Chief Operating Officer or Chief Technology Officer.

For any trouble ticket open for 48 hours and where FlexNetworks has been unable to determine root cause and commence repair of the Customer issue, the NOC is required to escalate the trouble ticket to the FlexNetworks’ Chief Executive Officer.

Severity 2

Within 60 minutes after the initial call and should the NOC be unable to resolve the Customer issue, the NOC is required to escalate to the FlexNetworks’ On-Duty technical representative.

Within 24 hours after the initial call and should the FlexNetworks’ On-Duty technical representative be unable to determine root cause and commence repair of the Customer issue, the NOC is required to escalate to the Director of Operations.

Within 48 hours after the initial call and should the FlexNetworks’ Director of Operations be unable to determine root cause and commence repair of the Customer issue, the NOC is required to escalate to the Chief Operating Officer or Chief Technology Officer.

Automatic Escalation Process