AcceleCare Customer Service and Support Methodology

Your 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.

If you are currently experiencing a problem with AcceleNet, follow the support procedures defined in your contract, or contact us at support@accelenet.com.