The Global TAC provides Sycamore customers with telephone and e-mail access to 24-hour-a-day, 7-day-a-week technical support from experienced Network Support Engineers (NSE). A designated NSE acts as the primary point of contact and coordinates support responses for each customer account, to supplement the efforts of your operations personnel with maximum efficiency.
An automated case tracking system and well-defined escalation procedures encourage frequent communication during technical support events. If a network service issue remains open beyond a pre-defined amount of time, additional engineering, technical, and management resources are called upon. Depending upon the event duration and severity, the Sycamore executive team is notified and updated with appropriate frequency. Responsiveness and accountability at the highest level is your guarantee of a sustained support effort – and sense of urgency – from initial contact to full resolution.