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Three contacts are allowed to call Inlet's Tier 3 Support Center per each site contract (5 contacts if 10 or more servers are contracted). These three contacts may be from the same site, different sites, or may be added by purchasing an additional site contract for the same client. Before a contract may be registered with Inlet, contact names and phone numbers must be supplied as part of the Sales Order processing. These contact names are entered into a database in Inlet's Support Center for review upon each call. Network Administrator (Tier 3) telephone support is support offered to educated and/or technically capable client contacts (not end user support). It is expected that all contacts for a phone support contract have attended at least an initial Banyan/Novell administration course. It is also expected that contacts have full administrative or supervisory rights to the network for troubleshooting purposes. Inlet's call coordinators verify the identity of the caller against the original registered client contact list. A caller will not be allowed to talk to a support engineer unless he or she is on the contact list, unless the caller identifies this as an emergency. It is very important that a client notifies Inlet when changes need to occur to their contact list for phone support. Contacts can be changed by faxing a Contact Change Form to Inlet's call coordinator at 1-732-886-3134. |
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