At 2N5, we are committed to providing our customers with reliable, round-the-clock support to ensure the optimal performance of our communication solutions. Our 24/7 support policy is designed to promptly address any technical issues or concerns through a structured trouble ticket system, with additional phone support and an escalation process available when needed.

1. Support Overview

Our support system operates on a trouble ticket basis, ensuring that every issue is properly documented, tracked, and resolved in a timely manner. In addition to our ticketing system, phone support is available for complex issues, and an escalation email list is in place to handle high-priority matters.

2. Trouble Ticket System

The primary method for reporting issues or seeking support is through our online trouble ticket system. This system ensures that all support requests are logged and assigned to the appropriate technical team.

How the Trouble Ticket System Works:

• Submit a Ticket: Customers can submit a support request through our online portal or via email at support@2n5.ca. Each ticket submission should include a detailed description of the issue, any relevant screenshots or logs, and the urgency level.

• Ticket Acknowledgment: Once a ticket is submitted, an automatic acknowledgment will be sent, confirming receipt and providing a unique ticket ID for tracking purposes.

• Ticket Assignment: Tickets are assigned to the appropriate support team based on the nature and complexity of the issue. The customer will receive updates on the progress of their ticket via email or through the portal.

• Resolution: Our technical support team will work to resolve the issue as quickly as possible. Once resolved, the customer will be notified, and the ticket will be closed.

3. Phone Support

2N5’s active phone support is available for situations where ticket-based support may take longer to resolve or when our team needs to directly engage with a customer for a more detailed discussion. In cases where complex technical issues arise, our phone support ensures immediate communication, allowing our experts to quickly diagnose and resolve problems in real time. This direct interaction not only accelerates the troubleshooting process but also provides customers with clarity and guidance, ensuring that their concerns are addressed efficiently and without unnecessary delays.

• ss the issue.

4. Escalation Process

In situations where an issue requires elevated attention or if the initial resolution is unsatisfactory, 2N5 has a formal escalation process. This ensures that critical problems are handled swiftly by senior support staff and management.

Escalation Levels:

• Level 1: Standard technical support via the trouble ticket system. Most issues are resolved at this level.

• Level 2: If an issue persists or requires advanced technical expertise, it will be escalated to a senior technician or specialized team for further investigation.

• Level 3: For prolonged unresolved issues, the ticket can be escalated to management via our escalation email list.

Escalation Email List:

• Escalation Email: For cases that require urgent escalation beyond the standard support process, customers can send an email to escalation@2n5.ca. This email will be monitored by senior support staff and management to ensure the issue receives the attention it needs.

• Response Time: Escalation emails are reviewed 24/7, and a response will be provided within one business day of receipt.

5. Response and Resolution Times

Our goal is to provide fast, effective solutions to any issues that arise. Our response and resolution times are based on the severity of the issue.

Response Time:

• Critical Issues (Service Outage): Response within 15 minutes of ticket submission.

• Major Issues (Degraded Service): Response within 30 minutes.

• Minor Issues (Non-Urgent): Response within 1 business day.

Resolution Time:

• Critical Issues: Resolved as quickly as possible, typically within 1-2 hours, depending on the complexity.

• Major Issues: Resolved within 4-8 hours.

• Minor Issues: Resolved within 72 hours.

6. Customer Responsibilities

To ensure timely resolution of issues, we ask our customers to:

• Provide detailed descriptions of the problem when submitting tickets.

• Attach any relevant logs, screenshots, or documents to help diagnose the issue.

• Respond promptly to any requests for additional information from our support team.

• Use the phone support option for critical issues only to maintain efficient operations.

7. Continuous Improvement

2N5 is dedicated to continuously improving our support services. We regularly review customer feedback, analyze support trends, and optimize our processes to ensure that we meet and exceed customer expectations.

At 2N5, we recognize the importance of maintaining reliable communication systems for your business. Our 24/7 support policy ensures that your needs are met quickly and effectively, giving you peace of mind and uninterrupted service. If you have any questions about our support services or need assistance, please don’t hesitate to reach out through our trouble ticket system, phone support, or escalation process.