ESCALATION CONTACT LIST
In the event that you need to escalate your service request or trouble ticket, we are providing you with our internal escalation contact list to ensure that you have an alternative method for contacting a Vintalk Team Member. Our Customer Support department opens all trouble tickets and routes the service requests to the applicable engineer for resolution.
CRITICAL - Complete loss or serious impairment to voice and/or data service; critical impact to business operation, with no work around available. (i.e. circuit outage, equipment failure, high error rates that cause over 50% degradation of services) Use Escalation List if no response is received within 1 hour of placing trouble ticket.
HIGH PRIORITY - 50% or more loss of services, however business operations may function. (i.e. include circuits bouncing; call queue issues, attendant console failure, gateway failure, multiple phone failure) Use Escalation List if no response is received within 4 hours of placing trouble ticket.
LOW PRIORITY - Service outage which causes a minor inconvenience to customer. (i.e. one or more devices are down, but there is a spare and/or workaround to the inconvenience.) Use Escalation List if no response is received within 24 hours of placing the trouble ticket
LOW INFORMATIONAL - adds, moves, changes or deletes such as: voicemail password changes, caller id changes, minor call flow changes, etc. Use Escalation List if no response within 24 hours of placing trouble ticket.
CUSTOMER SUPPORT
Toll Free: 866.883.9777 / 611 from your Vintalk handset. Email: Customersupport@vintalk.com
Customer Support (Tier 1): 24/7/365
Engineering Support (Tier 2&3): Monday – Friday, 6:30 a.m. – 6:00 p.m. (PST)
ESCALATION CONTACT LIST
Level 1:
Network Support Services Tech II - David Thompson: 760.473.2730
Level 2:
Vice President of Retail Networks - Reza Ambler: 858.243.8293
Vice President of Operations – Paul Schock: 858.248.3356
Level 3: (Please contact your respective Channel Manager)
Vice President of Sales – Tom Judkins: 317.626.9670
Level 4:
CEO – Scott Goodwin: 858.518.2320