Call Logging Process
To log a call with next connex at any time please email email@example.com In order for us to deal with your issue as quickly and efficiently as possible, you will need to include the following information in your email to the next connex NOC:
- Customer Name & ID Number and Service ID for the faulty service.(These can be found on the relevant Service Handover Certificate).
- Name and contact details: These are for the individual contact within your organisation who we will liase with whilst we diagnose and rectify any issues.
- Details of the problem (as much information regarding the issues you are experiencing) and what trouble shooting method you have used.
If you have already logged a call and have a ticket ID you can call 24/7 on the switchboard number 01932505999 and press 3 for technical support. We will take your details and respond with an update within one hour. If you are emailing, make sure the Ticket ID is kept in the subject so it can be tracked correctly.
SLAs for call resolution are based on the agreed terms set out in your MasterService Agreement.
1st Line Escalation email the NOC Team Leader on: firstname.lastname@example.org
2nd Line Escalation email the Network Architect on: email@example.com
3rd Line Escalation email the Technical Director on: firstname.lastname@example.org