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Commercial Escalation Matrix
To report repair issues, please call the Network Trouble Resolution Center at 800-308-4653. You will be given a Trouble Ticket # for your reference.
Network Trouble Resolution Contact Numbers
| Support Line | 800-308-4653 |
| International Customers | 214-269-4189 |
Hours of Operation
24x7
| Service Level Agreements | ||||
|---|---|---|---|---|
| Priority | Priority Definition | MTTA | MTTR | Updates |
| Priority 1 | Out of Service | 1 Hour | 4 Hours | Hourly |
| Priority 2 | Partial/Intermittent Service Interruptions | 1 Hour | 8 Hours | 2 Hour intervals |
| Priority 3 | Quality | 1 Hour | 8 Hours | 8 Hours |
| Priority 4 | Non-Service Affecting | 1 Hour | 24 Hours | 24 Hours |
Credit Claim Procedures
I. Trouble Reporting
All credit claims must have a corresponding trouble ticket. To be eligible for credits under this SLA, Customer must report any Outage or latency corresponding to the service levels offered in this SLA by opening a trouble ticket within two (2) business days of its occurrence. On receipt of a report or query from Customer, Excel’s Major Accounts Center will log the call and pursue resolution of Customer’s inquiry. In the trouble report to Excel’s Major Accounts Center, Customer shall supply all diagnostic information then available, including but not necessarily limited to:
- Customer’s name
- Premises (physical location) affected
- Equipment in use
- Telephone number where the service is affected
- Date/time of the fault first occurring
- Nature of the fault
- Event/activities leading up the fault
- Diagnostic messaging for any equipment
II. Service Credit Request
To make a claim for credit under this SLA, Customer must complete and submit a Credit Claim Form to the Excel Major Accounts Center within fifteen (15) business days after the last day of the month from which the Customer could reasonably be expected to become aware of such claim. Excel shall notify Customer via telephone or email upon resolution of the request.
