Support
CUSTOMER SERVICE
Contacting Summatis Customer Service Support Group (CSSG) "first" to report troubles allows for a quicker response time. The CSSG is a fully centralized, automated, and 24x7 customer care operation. Summatis CSSG can accept voice, fax, and e-mail reports from customers, operational systems, preventive and remedial maintenance operations, vendors, other contractors, IXCs, LECs, and employees with convenient access to maintenance services on all Summatis products and services.
Contacting the CSSG:
| Voice: |
1-866-879-6575, Option 2: Move, add or change |
| Repair: |
1-866-879-6575, Option 3 |
| Billing Group: |
1-866-879-6575, Option 4 |
| New Sales Request: |
1-866-879-6575, Option 5 |
| Fax: |
1-866-879-6576 |
| E-Mail: |
customerservice@Summatis.com |
| Web Site: |
www.Summatis.com |
TROUBLE RESOLUTION INTERVALS
Summatis will resolve troubles on both a routine and emergency basis.
The trouble report will specify whether routine or emergency handling is required. Restoration commitments for first response non-emergency calls is (2) hours and dispatched service is the next business day; first response for emergency calls is 15 minutes, if we are unable to resolve we will dispatch out within two (2) hours. Summatis will provide escalation intervals of one hour for emergency service category troubles and two hours for routine service category troubles when the restoration commitment has been missed regardless of the type of service arrangement.
ESCALATION PROCEDURES
Summatis is committed to providing the best quality products and services to our customers. Summatis 1-866-879-6575 should be the "first" Point of Contact for all customer service orders, trouble calls, queries, and issue resolution. This allows customer issues to be managed and resolved more efficiently and timely.
Problems that cannot be resolved at Summatis CSSG will automatically escalate to a Summatis field technician, Service or Install Manager, then to technical support, and, if not resolved at this level a Nortel technical support engineer . Outside of normal business hours calls should be made to the Network Operation Center (NOC) and, if necessary, the duty supervisor will contact the appropriate field technician for dispatch or Service or Install Manager.