|
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 -08033026556 IP Phone # 83017 If problems remains unresolved 6 hours after SLA target, proceed to the third Level. Third Level Escalation: Call Group Head, Customer Support Services-08055198888 (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 08055198888 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: 08033026556. IP Phone # 83017 If problems remains unresolved 6 hours after SLA target, proceed to the third Level. Third Level Escalation: Call Group Head, Customer Support Services-08055198888 (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-08033026556 If problems remains unresolved 6 hours after SLA target, proceed to the third Level. Third Level Escalation: Call Group Head, Customer Support Services-08055198888. IP Phone # 83017 (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. Oluwatishe Ayo-Edgal – Mobile: 08033026556. IP Phone #83017 Chineze Josef –Mobile: 08061278907. IP Phone # 83013 |
|
