CUSTOMER SUPPORT DETAILS (CSD)

Transcription

1 CUSTOMER SUPPORT DETAILS (CSD) Thank you for your recent purchase with NEWT, the Business Services Division of Fibernetics Corporation. You are a valued customer to us. We welcome you to contact us at any point should you require technical support with your Internet connection or phone system. *Please do not restart/reboot any NEWT equipment without guidance from NEWT Support* Support FOR NON CRITICAL ISSUES/QUESTIONS newtsupport@fibernetics.ca The support will be responded to during standard business support hours Monday to Friday 8:00 a.m. through 7:00 p.m. EST, excluding holidays. Please allow up to one business day for response to inquiries. For s please input in the subject line your company name, associated business telephone number, and include a brief description of the problem. As descriptively as possible, please note in the body of the , or in your voice message, the following: INTERNET CONNECTION OR PHONE SYSTEM SUPPORT Company Name & Telephone Number, Your Name, Your Title, desired Call Back Number, Time and Nature of the Issue. NEWT Managed PBX Phone System Support Phone Support Standard Business Hours Regular hours for support are 8:00 a.m. to 7:00 p.m. EST, excluding holidays. Please follow the prompts to be directed to the appropriate team for your inquiry. When calling please provide phone/ contact information as well as account name/number. During high call volumes or if there is a network issue, calls may be redirected to an overflow message centre. You may reach phone support using one of the methods below. You will be given an option if you call for phone support to leave a voic message for call back, voic should not be used for urgent or critical issues. You can dial 611 at any time via a phone connected to your NEWT Managed PBX Phone System to be directly connected to NEWT Support and Help Desk. If you are an Internet only customer, or are unable to call from a NEWT Managed PBX Phone, please dial NEWT Managed PBX Phone System Support After Hours and Weekends/Holidays Emergencies There is an after-hours message centre for emergency outage situations only. Please phone and request a call back from the on call technician. EMERGENCY Issues are defined as a complete inability to place/receive calls or an internet connection failure. Expected call back is targeted to be within 30 minutes unless otherwise communicated. If there is a service affecting issue for multiple customers after hours, call back timelines may be longer as we work to resolve the

2 issue. Providing information to the message centre allows for NEWT Support to provide regular updates and follow up with you on the issue. After hours non-emergency calls will also be directed to voic for call back on the next business day. The following information will need to be included in your voice message: Company Name, Telephone Number, Your Name, Title, Call Back Number, Time and Nature of the Issue Escalations The NEWT support desk will proactively escalate events on your behalf. If you are not receiving timely or professional support, please request escalation to NEWT Support Team Lead or to the Help Desk Manager. Support Team Lead, extension 645. Help Desk Manager, extension 693. Issues may from time to time be caused by excessive traffic on your internal network, viruses, bit torrent, or excessive usage due to legitimate business applications or applications such as audio or video streaming. For this reason some issues may be difficult to diagnose without assistance from your qualified IT staff or IT contractor. Our support reps are well trained and have the necessary tools to help diagnose and analyze NEWT Managed PBX phone system Internet connectivity issues. We do not support your internal network or other network hardware not supplied by us (routers, switches, printers, cabling, etc.). If the problem is determined to be an issue not related to NEWT equipment, we will liaise with your IT support group, or recommend an approved network support organization in your area. If you do not have an existing maintenance contract for network support, these services are typically delivered on a time and materials basis, and billed at time of support. NEWT DOES NOT PROVIDE ON SITE SUPPORT. Through our network of Integration Partners you may request on site support that will be billable by the partner to you at prevailing time and materials rates. CUSTOMER SERVICE AND BILLING For general inquiries regarding Billing or Invoicing, please billing@fibernetics.ca For Non-Emergency Technical Support, please newtsupport@fibernetics.ca For additional phones, upgrades, phone numbers or moves, please newtmac@fibernetics.ca All other inquiries may be directed to newtcustomerservice@fibernetics.ca

3 For Your Company s Internal Information Sales Account Manager s Name: Company: Phone #: Address: Moves Move, Add, Change Policy 1. A New NEWT PBX Customer (order to be submitted as per standard order process) Moving to a NEW Site Location and Receiving the NEWT Managed PBX System Be sure that NOTES and MOVE instructions are clear on NEW ORDERS. Minimum 30 days notice required from time of complete order package submission Contact newtmac@fibernetics.ca for New PBX Customer Move pricing. 2. An Existing PBX Customer (Moving to a NEW Site Location) Minimum 30 days notice required. Contact newtmac@fibernetics.ca for Existing PBX Customer Move pricing. NEWT MOVE CHARGE includes the ordering of new circuit, arranging test and turn up and co-ordination of dates between Integration Partner and Customer for Site Audit, test and turn up Installation Date will be Coordinated between Integration Partner and Customer on day of Site Audit and Integration Partner will update Project Management of the agreed to date. NEWT will update 411 and 911 information NEWT MOVE CHARGE does NOT include any new Additions or Changes to the PBX (i.e. phone numbers, extensions, changes to configuration). Any new Additions or Changes will follow the standard ADD ordering process. Yellow Pages changes will need to be updated directly with Yellow Pages by customer. **All Additional Costs to be quoted and invoiced by Integration Partner** Any additional cabling work to be done on site before the installation

4 Adds IF NO SITE VISIT REQUIRED Standard Pricing applies Addition of phones, phone lines, DID s, remotes, features including paging modules. Customers can directly with the following information: Company name and address Contact name and number List of items required IF SITE VISIT REQUIRED Custom Quote will be provided by Account Manager or NEWT MAC team. Changes Any relevant changes to your contact information or billing information can be sent to If you have any questions regarding Moves, Adds or Changes, please MAC Administration Items/Services Please refer to the document posted on the NEWT Portal titled What is a Mac for a complete list.

5 RMA (Returned Merchandise Authorization) Policy **Please do not restart/reboot any NEWT equipment without guidance from NEWT Support.** Support FOR NON CRITICAL ISSUES/QUESTIONS/RMA The support will be responded to during standard NEWT Support business hours. Please allow up to one business day for response to inquiries. For s please input in the subject line your company name, associated business telephone number, and include a brief description of the problem. As descriptively as possible please note in the body of the , or in your voice message, the following: Company Name and Telephone Number Call Back Number Your Name and Title Nature of the issue Type of Phone and Serial Number from back of phone Your NEWT Managed PBX hardware (PBX server and phones purchased, as well as DSL modems or other products to facilitate PBX) are covered for 1 year (optional 3 years available at time of purchase or by ing newtmac@fibernetics.ca). Suspected hardware issues should be reported to Support via phone or to troubleshoot. If a warranted product is initially deemed defective by NEWT Support, an RMA will be issued by customer service or support. You will be invoiced for a replacement piece of hardware and credited when the faulty equipment is returned, at your cost, and determined to be defective. If equipment is returned and is not faulty, a 20% restocking fee will apply. NEWT ships express for PBX, modem and phone hardware. Onsite installation, if required, may be an extra cost. Please refer to the NEWT Customer Support Details (CSD) Document and the Fibernetics Master Service Agreement for further information. NEWT does not allow for exchange of hardware after initial delivery of equipment.

6 BILLING DISPUTE FORM Fill in the required information in the form below. Once completed, scan and to: Company Name: Submitted By: (Sales Rep name or customer name) Date: Customer Contact Information: Customer Contact: Telephone #: Do you want the customer cc d when dispute completed? Dispute Information: Invoice Number(s): Invoice Date(s): Disputed Amount: Dispute Charge Type: Recurring Charges Non Recurring Charges Reason for Dispute: Please reference support ticket numbers/instances if service related. Please allow 5 business days for response. Add any supporting documentation that may be relevant. All non-disputed charges are due and payable within the terms of your contract. **INTERNAL OFFICE USE ONLY** Level 1 - Approved: Yes Level 2 - Approved: Yes Approved By: No No Please reference the Billing Dispute Policy regarding Level 1 and 2 approvals. Date: