Tier 2 Internet Tech Support

Customized Care from the Wall-Plate to the Switch

Element’s Tier 2 Internet tech support begins with escalation support for the Tier 1 team. In addition, Tier 2 diagnoses and troubleshoots escalated customer care issues related to network and system administration as well as other internet related technical issues. Deliver a powerful customer experience at lightning fast speed with CSG Systems and Element.

Tier 2 Support covers the following:
Escalation Support

  • Meeting Room Troubleshooting (Conference room/Event support)

Networking (LAN) Verification

  • Gateway status/availability (Server is ONLINE - Alive)
  • Network component availability (Switches, CMTS, APs)

System Administration

  • Verify Software processes are functioning
  • Analyses system error logs and alarms
  • Draft best-practice guidelines for NOC’s approval
  • Analyze and act upon network anomalies.
  • Authentication issues (Radius, Provisioning based on customer system)
  • ISP availability and service verification (packet loss, trace routes)
  • Calling/Troubleshoot with ISP

►Learn more about our Tier 1 Support and Tier 3 Internet Tech Support.

Element guarantees you and your customers Internet support solutions and advanced customer service support even in escalated situations.

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