Introduction to CallTower Support

CallTower’s Support Team

Client Services Organization 24x7 Support Support Organization Sr Manager, Support Client Services Organization 24x7 Support Support teams based on product line Tier 1 – 3 dedicated to customer support Provisioning team works any MACD (Move/Add/Change/Del ete) requests. Support Team Manager Tier 1 - 3 Support (Hit) CallTower Support is part of our Client Services organization and (Hit) provides 24x7x365 technical support. (Hit) Our Support teams are divided up into three groups based on function and product line. Our major product lines and support teams are (Hit) Cisco, (Hit) Skype for Business, and (Hit) a team dedicated to provisioning services for all products. All other products are divided amongst the two support teams. (Hit) The teams are led by a manager as the first escalation point for that team. (Hit) Each support team has Tier 1 through 3 support to quickly address a broad range of technical issues. (Hit) Our provisioning team manages all customer change requests in services for all product lines. Services Provisioning Team

Escalate to the people who can help! Escalation Path http://www.calltower.com/support/support-escalation-path/ Escalate to the people who can help! Increase priority/visibility of an issue Ensure the right resources are engaged Correct mismanagement of an issue 1st Level CallTower Support Phone: (800)347-5444 Chat: https://www.calltower.com Email: support@calltower.com 2nd Level Cisco Team Manager – Matt Lym Office: (801)938-1377 Mobile: (385)715-3119 Email: mlym@calltower.com Microsoft Team Manager – Russell Malinsky Office: (801)508-5690 Mobile: (385)715-3098 Email: rmalinsky@calltower.com 3rd Level Sr. Support Manager – Martin Call Office: (801)934-3729 Mobile: (801)326-4471 Email: mcall@calltower.com 4th Level VP of Client Services – Wade Creager Office: (385)259-6201 Mobile: (801)452-1221 Email: wcreager@calltower.com 5th Level CEO CallTower Division – Bret England Office: (415) 869-8922 Mobile: (408) 893-9070 Email: bengland@calltower.com CallTower has published an up-to-date escalation path published on our website at http://www.calltower.com/support/support-escalation-path/. Understanding how to utilize the escalation path is a critical step in interacting with CallTower Support. (Hit) The support escalation path will get you in contact with the people who can swiftly take action to get your issue resolved. Reaching out to your sales representative or your project manager is not effective in getting help with support issues. Contact support managers directly! (Hit) Our support escalation path begins with our support team and escalates through the management structure up to our CEO. Begin an escalation by working up each level. Do not skip levels or start at the top as this does not provide an opportunity to those closest to the issue to resolve it quickly. CallTower’s Support management has posted emails and phone numbers to be reached at any hour. Please remember, for urgent issues please call rather than email. (Hit) Reasons to escalate a case can be to “Increase the priority/visibility of an issue or case” (Hit) To ensure the appropriate resources are engaged in difficult issues (Hit) In the rare event something has been mismanaged the escalation path can bring to support management’s attention the issue to correct.

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