Support Contact Procedures

Support Contact Procedures

Support Contact Procedures

SUPPORT:insert your customized CC support emailor 314-983-1800

This is the proper starting point for real-time service issues, defined as “worked before and not working now” or “emergency change order causing real-time business impact”.

  • Emails to this address or voicemails left at this number will receive a response with a case number and that case number should be used in any future correspondence. Target worst case for case creation is 30 minutes.

Escalation: IF an issues with support needs to be escalated, the following is the proper flow of escalation:

  • Gabe Pilla, , 314.983.1811
  • THEN, if not followed up with by Gabe
  • Insert your contact info

ORDERS:insert your customized CC orders email

This is the proper starting point for single user change orders, such as replacement of equipment, new user, removing a user, non-real-time software installs, etc.

  • Emails to this address will receive a response with a case number that should be used for all future correspondence. Target worst case for case creation is 12 hours.

Non-hardware orders have a target competition time of 24 hours. Orders with hardware required vary and will be given an estimated time to completion in response to request. Standard thin clients are typically 3-5 business days depending on shipping and graphics systems are typically 10 business days.

Escalation: IF an issues with order needs to be escalated, the following is the proper flow of escalation:

  • Gabe Pilla, , 314.983.1811
  • THEN, if not followed up with by Gabe
  • Insert your contact info

PROJECTS:insert your customized CC projects email

All other items (multiple user software installs, bulk upgrades, new server systems, etc) are sent to projects email.

  • Our projects team will respond and discuss appropriate timeline and other details. There is no committed standard response or interval on project items.

Escalation: IF needed the proper escalation for projects is:

  • Jim Pezold, , 314.983.1804
  • THEN, if not followed up with by Jim
  • Insert your contact info

PROPER CONTACT METHODOLOGY:

All communication should be emailed to ONE of the above contact points for avoidance of doubt, and should NOT copy individuals unless there is not a response in the committed time. Then the escalation point of contact is the next step.

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