Galaxy Backbone Escalation Path

Fault Classification

Escalation Procedure

Priority 1

The Service is not Operational

Call Service Desk on  0807 399 0518  to log in fault or send email to servicedesk@galaxybackbone.com.ng

 If problems remains unresolved  1 hour after SLA target proceed to the First level.

First Level Escalation: Call Service Manager, …………………………………………………………..

If problems remains unresolved  2 hours after SLA target proceed to the Second level.

Second Level Escalation: Call Head Customer Service -08033059721 IP Phone # 83040

If problems remains unresolved 6 hours after SLA target,  proceed to the third Level.

Third Level Escalation: Call Group Head, Customer Operations and Services-08023332001(It is part of Galaxy Backbone’s standard operating procedure that at Third Level Escalation stage, Galaxy’s Executive Management  is also formally informed).

Priority 2

Service is functional, but functionally is seriously impaired

Call Service Desk on  0807 399 0518 5 to log in fault or send email to servicedesk@galaxybackbone.com.ng;

 If problems remains unresolved  1 hour after SLA target proceed to the First level.

First Level Escalation: Call Service Manager………………………………………………………….

If problems remains unresolved  2 hours after SLA target proceed to the Second level. Second Level Escalation: Call Head Customer Service– Mobile: 08033059721. IP Phone # 83040

If problems remains unresolved 6 hours after SLA target,  proceed to the third Level.  Third Level Escalation: Call Group Head, Customer Operations and Services-08023332001 (It is part of Galaxy Backbone’s standard operating procedure that at Third Level Escalation stage, Galaxy’s Executive Management  is also formally informed).

Priority 3

Service is usable but a specific problem has been identified and portion of the customer’s service is impacting negatively on the Customer’s use of the service

Call Service Desk on  0807 399 0518  to log in fault or send email to servicedesk@galaxybackbone.com.ng;

 If problems remains unresolved  1 hour after SLA target proceed to the First level.

First Level Escalation: Call Service Manager, ………………………………………………………...   

If problems remains unresolved  2 hours after SLA target proceed to the Second level.

Second Level Escalation: Call Head Customer Service-08033059721

If problems remains unresolved 6 hours after SLA target,  proceed to the third Level.

Third Level Escalation: Call Group Head, Customer Operations and Services-08023332001. IP Phone # 83002

(It is part of Galaxy Backbone’s standard operating procedure that at Third Level Escalation stage, Galaxy’s Executive Management is also formally informed).

CONTACT DETAILS- Galaxy Backbone Service Managers

Rosemary Ehieze – Mobile: 08034023828. IP Phone # 83024.
Email: rosemary.ehieze@galaxybackbone.com.ng

Oluwatishe Ayo-Edgal – Mobile: 08033026556. IP Phone #83017  
Email: oluwatishe.ayo-edgal@galaxybackbone.com.ng

Chineze Josef –Mobile: 08061278907. IP Phone # 83013
Email: chineze.josef@galaxybackbone.com.ng

Bashir Abdullahi –Mobile:  08058404045. IP Phone # 83027.
Emailbashir.abdullahi@galaxybackbone.com.ng

Ema Inyangudo – Mobile: 07037470618. IP Phone 83014.
Email
ema.inyangudo@galaxybackbone.com.ng