AcceleCare Customer Service and Support Methodology
Remote and mobile users benefit from AcceleNet around-the-clock and in every time zone – traveling around the world, working all hours of the night, preparing that important proposal. That’s why we’re here for you.
AcceleCare technical support services follow a proven methodology designed to ensure you have easy ways to report problems and that we resolve them efficiently and expeditiously.
The customer support program is divided into three levels:
Level 1 Support
The first level of support fields inquiries and calls directly from our customers. Level 1 technicians perform the following functions:
- responds to general inquiries in accordance with service entitlement
- assigns the severity and proper priority of reported problems
- identifies the root cause of the problem and resolves it, if possible
- escalates problems to the Level 2 support team, as required
Level 2 Support
Level 2 support personnel collaborate with the Level 1 support teams to addresses problems that require extended troubleshooting time, system administration, or a deeper understanding of the IT environment in which AcceleNet is operating.
Level 3 Support
Level 3 engineers are the most skilled at both the AcceleNet software and the nuances of its operation in different enterprise and service provider environments. Level 2 support teams escalate software problems directly to the Level 3 engineer(s) responsible for resolving the specific problem. Resolving problems at this level often requires teaming up with AcceleNet’s technology partners—application developers and network equipment providers. These engineers are committed to solving the most challenging of all customer problems.
Problem Reporting
Problems may be reported to us in several ways:
- Toll-free telephone: Call our 7x24x365 Network Operations Center at 866-428-6816 for immediate response (recommended for severity 1 problems)
- Enter a trouble ticket online through our 7x24x365 secure customer portal; we will respond within 4 hours
- Email us at support@accelenet.com; we will respond by the next business day
All problems require an active service contract for support. The secure customer portal requires a username/password pair provided by ViaSat/ICT, which you may request from the log-in page.
Problem Severity
When you report a problem, you'll be asked to provide the severity of the problem. Problem severity levels are defined as:
- Severity 1 – Critical. AcceleNet is not operational and is causing a critical impact to business operations; no known workaround is available.
- Severity 2 – Impaired. AcceleNet is operational, but performance is severely degraded and is causing a significant impact to business operations; no known workaround is available.
- Severity 3 – Degraded. Product performance is degraded; an acceptable workaround is available.
- Severity 4 – Informational. Used to report a configuration or functionality question.
If you are currently experiencing a problem with AcceleNet, follow these support procedures or contact us at support@accelenet.com.