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Help Desk 24/7

  1. Purpose & Scope
  2. Escalation Priority Level
  3. Ownership
  4. Thank You...

Network Infrastructure Technologies. Inc. is dedicated in providing a superior Customer Support experience. Our case processes enable us to deliver an unforgettable service experience to all of our customers though a systematic approach to handling cases. We leverage the case priority combined with our internal service level agreements and escalation process to ensure effective problem resolution. The components of the Network Infrastructure Technologies, Inc. Case Processes, described below, establish a means for the Customer Support Team to meet and exceed customer expectations on time. We monitor the cases 24/7/365.

Case = Request, Problem, Project Question

3 WAYS TO OPEN A CASE:

Escalation Priority Level

Priority 1: Critical

  • The case is assigned to a Customer Support Engineer who is identified to the customer.
  • The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.
  • The customer contact who opened the case is designated as the primary contact unless otherwise requested by the customer.
  • A Support Manager is notified by the Customer Support Engineer after the case is verified as Priority 1.
  • Status on the case is reviewed by the Support Management Team daily until a response is delivered.

Priority 2: High

  • The case is assigned to a Customer Support Engineer who is identified to the customer.
  • The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.

Priority 3: Medium

  • The case is addressed by the Customer Support Team who is responsible for delivering a response.

Priority 4: Low

  • The case is addressed by the Customer Support Team who is responsible for delivering a response.
  • Each case that is opened will be owned by the right Technician who is familiar with the account and the specific issue.
  • The help desk is responsible for the monitoring of the NIT queue.
  • Each case will have the name of the client in its title, followed by the subject of the email, followed by the case number.
  • All of us at NIT care about your business and we're here for you!!
  • Follow up - Each closed activity creates an automatic invoice. We at NIT monitor our system and are able to get direct access to your account in real time as well as get an invoice report.
Thank You...

You represent an important client for nitconnect, please be advised that if we are fortunate enough to be selected to work with your company, We will devote the attention and energy you require and share with you the same priority you deserve.

 
 
 
 
 
Please contact us at:
888-858-5NIT

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