After Hours & Overflow Support
(Superior Support. More Than Answering Service)

24X7 Tech Support & Customer Service
      Unique private labeled toll free number
      Phone, email and chat support
Enterprise Ticket System & Reporting
      Service level reports on network devices
      Diagnostics and reporting tools
      Customer complaint management
      And more than 50 types for reporting
Tier 1 Support Scope
      Video: Billing, upsell, troubleshooting (set top box,          HD/DVR receiver, cabling)
      Internet: Provisioning, OS, NIC card, AP, connectivity,          VPN, email, firewall, browser
      VOIP: Provisioning, ATA device
Network Management
      Port: RF levels, bandwidth utilization, speed
      Head End: Terayon, Knovative, Cisco, OpenSource
      WAN: Edge router performance, circuit status
      24X7 Network Operations Center
      Continuous monitoring, manned workstation
      Automated alarms for service affecting issues
      immediate response and escalation