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:

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 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)

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.

Billing Support: