Fault Classification | Escalation Procedure |
Priority 1
The Service is not Operational |
Whatsapp 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 Head Customer Service on 08034023828 If problems remains unresolved 1 hour after, proceed to the Second Level. Second Level Escalation: Call Head, Customer Support Services-08033059721
(It is part of Galaxy Backbone’s standard operating procedure that at Second Level Escalation stage, Galaxy’s Executive Management is also formally informed). |
Priority 2
Service is functional, but functionally is seriously impaired |
Whatsapp 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 Head Customer Service on 08034023828 If problems remains unresolved 1 hour after, proceed to the Second Level. Second Level Escalation: Call Head, Customer Support Services-08033059721
(It is part of Galaxy Backbone’s standard operating procedure that at Second 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 |
Whatsapp 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 Head Customer Service on 08034023828 If problems remains unresolved 1 hour after, proceed to the Second Level. Second Level Escalation: Call Head, Customer Support Services-08033059721
(It is part of Service Provider’s standard operating procedure that at Second Level Escalation stage, Service Provider’s Executive Management is also formally informed). |