Enterprise Business Customers

NOC Ticket Process & Response Time Commitments

The following is the Peerless Network Trouble and Support process for Enterprise services. We will continue to use our email-based trouble ticketing system. Your participation in this system enables us to actively ensure that issues reported by our valued customers are resolved as quickly as possible.

Options for Opening a Trouble Ticket (in order of preference)

  1. Go to Peerless Portal at https://www.peerlessnetwork.io/login
  2. An email to support@peerlessnetwork.com opens a ticket automatically.
  3. Call our NOC available 24/7/365 at 888-380-2721 opt 2 opt 1.

We ask that you provide the following information to help us correctly route and troubleshoot the issue. Please note: When you use the Peerless Portal, much of this is populated automatically.:

  • Company Name
  • Your Name
  • Contact Phone number
  • Your Company’s Internal Trouble Ticket Number
  • Nature of the Problem including:
  Date and Time of the Incident (specify time zone)
  Please provide call examples within the last 24 hours and Include the following information for all call instances:
  • Calling Number
  • Called Number
  • Date and Time + Time zone
  • Please advise if the problem can be duplicated by your NOC team


Definitions of ticket severities

Severity 1 … Service down hard. Outage.

Severity 2 … Service degradation.  Majority of calls are successful but seeing some examples of troubles such as the following:

  • SIP Error response
  • Long Post Dial Delay/ Dead Air
  • One-Way Audio
  • Inbound calls not reaching you
  • Low Voice Quality/Static/Echo
  • No DTMF
  • Fax or Modem Failure
  • Recording
  • No Caller ID
  • Single Call Looping


Response time Commitments

Severity Level Description Standard Response Times
1 Service down hard. Outage. 1 Hour
2 Service impacting issue (includes call failures, or circuit errors) 4 Hours
3 ASR investigation requests, analytics-based declines (RCC 21, SIP 603, SIP 608), maintenance requests, all else… 24 Hours


Severity 1 Outage Escalation Guidelines

In the event of a Severity 1 Outage (or serious Impairment) we want you to utilize our 6 Level Escalation Matrix. The most effective way to reach us is by calling the on-call telephone number provided.

  • Leave a voicemail at each Escalation Level
  • Allow 60 minutes for response between Escalation Levels


Escalation Matrix for Outages (or serious Impairments)

Escalation Level Role On call phone Email (business hours only)
1 Support 312-766-0014 Enterprise_Escalations_Level1@infobip.com
2 Supervisor 312-766-0970 Enterprise_Escalations_Level2@infobip.com
3 Manager 312-766-0953 Enterprise_Escalations_Level3@infobip.com
4 Director 312-766-0357 Enterprise_Escalations_Level4@infobip.com
5 VP 312-766-1522 Enterprise_Escalations_Level5@infobip.com
6 EVP 312-800-9403 Enterprise_Escalations_Level6@infobip.com


Delayed Response Guidelines

In the event of a delayed response on a Severity 2/3, we ask for your patience. We are working on customer trouble tickets in the order received and based on priority/severity. We will provide an update as soon as possible or practical. In the event a more immediate response is required, you may call 888-380-2721 opt 2 opt 1.

Moves/Adds/Changes (MAC) Support:

Please email us: mac@peerlessnetwork.com

 Katrina McBride  MAC Manager  (312) 878-6063  katrina.mcbride@infobip.com


Billing Support:

 Customer Care Invoicing, credits, accounts receivable requests  (800) 440-9440  enterprisecare@peerlessnetwork.com


Project Management Support:

Project Managers are assigned on a project-by-project basis depending on specific customer requests and needs. Escalation contacts are listed below.

 Sherres Heyward  Project Management Lead  (312) 506-5003  sherres.heyward@infobip.com


Account Management Support:

Account Managers are assigned to each Peerless customer.

 Marilyn Szamlewski  Manager, Account Management and Partner Support  (630) 544-2104  marilyn.szamlewski@infobip.com
 Gabe Rosalis  Vice President, Channel Sales  (512) 647-1105  gabe.rosalis@infobip.com


Channel Sales:

 Marilyn Szamlewski Manager, Account Management and Partner Support  (630) 544-2104  marilyn.szamlewski@infobip.com
 Gabe Rosalis  Vice President, Channel Sales  (512) 647-1105  gabe.rosalis@infobip.com