338
AlvakaNet Client Network Operating Center (NOC) Contact Information
For AlvakaNet trouble reporting and assistance; e-mail: [email protected] or call the numbers listed below.
AlvakaNOC Main Number: 1-877-NOCNOC4 (1-877-662-6624), option 1 for helpdesk.
Alvaka Networks Main Number: 949-428-5000
Support Prioritization Guidelines
The following table summarizes priorities that will be assigned to various types of problems associated with services components and is in keeping with general priority and response time definitions as defined in the AlvakaNet Customer Support Center Service Priority Agreement.
|
Description Of Incident |
Priority Assigned |
|
Alarm threshold or major network failure, such as file servers, routers, gateways, and LAN infrastructure, which affects the majority of users on a LAN/WAN. This can also apply to assigned C-level or other mission critical client employees. |
1, High, Alarm |
|
Planned installation assistance, workstation failure, or other LAN component failure affecting a few users. |
2, Medium |
|
Warning threshold or meetings, questions, and consulting. |
3, Low, Warning |
|
|
Incident Priority |
||
|
Required Action |
"1, High, Alarm” |
"2 Medium" |
"3, Low, Warning” |
|
Respond to reporter. Open incident in customer support system and begin problem resolution or dispatch onsite resource if needed. |
Target 15 to 30 minutes. |
Target 2 hours to 8 business hours |
Target 1 to 3 business days |
These response times are guidelines on what to generally expect. Response times are not guaranteed unless specifically contracted for.
AlvakaNet Business hours are 6am-6pm M-F.
Emergency service is available 24x7 at the numbers listed above.
