Primary Customer Contact Duties
Please Follow These Primary Contact Guidelines for Best Service.
Use Our Service Form
- Service requests submitted via our service form save your company $20.
- You are emailed an immediate receipt of the request AND a second "scrubbed" receipt once the ticket has been opened.
- Call us and reach a human for emergencies. Get a response commitment.
Get a Service Ticket Number
This confirms the request is in our system and we are responding. For urgent matters, get an appointment.
Review Your Closed Service Ticket Emails
When we close a ticket, our systems email the primary contact with the resolution. You are asked to review and comment on our service levels.
For Best Service, the Primary Contact Must ...
- be in the office with few outside appointments during the first week of new system install.
- be the source of service request and the person who reviews and signs our tickets.
- complete system training. We may test you to insure you understand your Infotel System.
- review, and have on electronic file, any system guides. You are the librarian for your company.
- have a plain home style phone for basic telecom testing.
- understand, and be able to report, state of all system status lights.
- know the location, and have 24/7 access to, your circuit breakers, carrier voice & data interface, and Infotel Systems equipment.
- have their cell phone on file with us.
- know basic trouble reporting procedures.
- have service trouble contact numbers for your local & long distance carriers.
- maintain a service request list for other users needs.
- discuss system monitoring options.
Additional Field Requests
During system deployment or system repair, you may have additional work for us. Please document this to a list and review with your tech it's completion.
It's a Partnership
Our systems are user friendly. Granted, some systems that we design with advanced features are a bit more complex. Your primary contact needs to work with us to submit, review, add/modify, and sign-off on satisfactory completion of our service orders.
