Network Infrastructure Technologies, Inc. Customer Support Team follows internal service level agreements according to the priority level of the Customer Support case. Our SLAs provide a basis for timely responses. Our Services are available 24/7/365, unless it is specified differently in the contract.
Customer is contacted by e-mail, web, or phone to confirm the receipt of a case.
Customer is contacted by e-mail, web, or phone to gather additional information about the case and determine the necessary steps to reproduce the issue.
For each case a new activity is opened, where activity is equal to a unit of time worked, (time sheet).
Each action and case will be closed just after confirming with the team and the customer that we resolved the case.
The Customer will receive an email notification from the system.
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