PortaOne’s Technical Support Center is dedicated to providing world-class technical assistance to our customers, working with them as partners to ensure that networking solutions are deployed, maintained and upgraded in an efficient, cost-effective manner. We fully understand that timely delivery of accurate solutions to networking issues is critical to customers’ continued business success.

This document summarizes the support process performed by PortaOne’s Technical Support Center staff.

Contacting PortaOne Technical Support

Customers can contact PortaOne’s technical support team 24 hours a day, 365 days a year.

All PortaOne Technical Support issues should be submitted via email to: support@portaone.com.

Users are encouraged to provide as much information about the equipment, configuration and problem as possible. Email messages are directly entered into PortaOne’s Request Tracking (RT) system. A reply is immediately sent to the customer, containing a Request Number for each case. PortaOne’s technical support team monitors incoming email support requests 24 hours a day, 365 days a year.

PortaOne’s Technical Support Process

Upon receipt of a new technical support request, a PortaOne Technical Support Engineer (TSE) gathers the appropriate information and assigns a priority to the request. This priority assignment is made with the user’s knowledge and consent, and may be changed at his request. Definitions of the priority levels are as follows:

Priority 1

The customer’s network is down or severely degraded, or business operations are being critically impacted. PortaOne and the customer will dedicate resources around the clock until a solution is found.

Priority 2

The customer’s network is severely degraded. PortaOne and the customer will devote resources to resolving the problem during normal working hours.

Priority 3

The customer’s network operation is impaired, yet generally functional. PortaOne and the customer will devote resources to resolving the problem during normal working hours.

Priority 4

The customer has requested configuration or planning assistance to optimize performance of the PortaOne systems in his network. This includes web interface usage and the like.

Escalation of Customer Requests

Once the customer’s request has been logged and prioritized, the TSE will work with the customer on resolving the issue. If the request is informational in nature, this information will be supplied by the TSE and the request closed with the customer’s approval.

If further troubleshooting or investigation is required, the TSE will work on the issue. The customer will be kept informed of progress based on the update commitments (see Table II).

Should the support request not be resolved within the defined time limits, Engineering and Executive Management will be notified as indicated in Table I (CS: Customer Support).

Table I

	Priority 1	Priority 2	Priority 3	Priority 4
Immediate	Director of CS
1 hour	Account Manager	Director of CS
4 hours	CTO	Account Manager
8 hours		CTO
48 hours			Director of CS
96 hours			Account Manager	Director of CS

Your account manager extension number is 7002.

Table II

	Priority 1	Priority 2	Priority 3	Priority 4
1st Email	1 hour	2 hours	1 business day	4 business days
Updates	Hourly, or as agreed between customer and PortaOne	Every two hours, or as agreed between customer and PortaOne	Once per business day, or as agreed between customer and PortaOne	Once every other business day, or as agreed between customer and PortaOne

Customers may, at their discretion, also escalate a request via the Technical Support Engineer assigned to the request or the Director of Customer Support. Escalation notification timing depends on the request priority, as indicated in the Table I.