Support
At WAN-Genuity, our Customer Support Unit is organized to ensure smooth requisition, delivery, implementation, and follow-on support of all your network service orders. Our technical support team believes in strong partnerships and will work in concert with your agency to provide quick response to all your service requests. Our dedicated staff is also committed to providing comprehensive information and guidance on training.
Detection and Notification
As soon as a problem is detected, we will immediately open a trouble ticket and notify you of our actions to resolve it. Each event is entered into our tracking system where it is visible in our secure Service Center, along with the current status and history of all your trouble tickets for your inspection.
User Directed Updates
As a valued WAN-Genuity customer you are also provided our Trouble Ticket Service to independently initiate service requests and changes anytime, day or night, for immediate results and on-demand network performance. At anytime you may verify your overall network status or inspect network traffic based on IP address, protocol, application, port or QoS level. Furthermore, You may set alert levels that will trigger e-mails to each of your locations to provide your team with instant visibility and control over network health and response.
Live Support
At WAN-Genuity, we know nothing is more frustrating than calling a customer support number only to be shuffled around a maze of voicemail menus until you give up. When you need answers to your questions, our team of engineers is here to serve you. Our customer support center is always staffed with knowledgeable engineers ready to assess and resolve your network problems. To simplify the process, we offer several levels of on-call support at various timeframes to respond to your network service requests in a timely manner.