To report repair issues, please call the Network Trouble Resolution Center at 800-308-4653. You will be given a Trouble Ticket # for your reference.
|Service Level Agreements|
|Priority 1||Out of Service||1 Hour||4 Hours||Hourly|
|Priority 2||Partial/Intermittent Service Interruptions||1 Hour||8 Hours||2 Hour intervals|
|Priority 3||Quality||1 Hour||8 Hours||8 Hours|
|Priority 4||Non-Service Affecting||1 Hour||24 Hours||24 Hours|
All credit claims must have a corresponding trouble ticket. To be eligible for credits under this SLA, Customer must report any Outage or latency corresponding to the service levels offered in this SLA by opening a trouble ticket within two (2) business days of its occurrence. On receipt of a report or query from Customer, Excel’s Major Accounts Center will log the call and pursue resolution of Customer’s inquiry. In the trouble report to Excel’s Major Accounts Center, Customer shall supply all diagnostic information then available, including but not necessarily limited to:
To make a claim for credit under this SLA, Customer must complete and submit a Credit Claim Form to the Excel Major Accounts Center within fifteen (15) business days after the last day of the month from which the Customer could reasonably be expected to become aware of such claim. Excel shall notify Customer via telephone or email upon resolution of the request.