Escalation Policy

Created by PNOC Members, Modified on Tue, 10 Oct 2023 at 11:51 AM by PNOC Members

Microcom/Pacific Dataport Escalation

Policy and Guidelines

Support for your product(s) may be obtained by the following methods:

For non-service impacting issues or questions please contact Tier 1 technical support via phone, email or submit a ticket at support.microcom.tv (see Ticketing Supplemental Guide at the end of this document for web based ticketing)
- Ticket will be assigned and response to requests will be made within 24 hours during 8am-5pm- Monday through Friday
For service impacting issues the preferred method is to submit a ticket via support.microcom.tv
- Secondarily an incident may be opened by calling Tier 1 during business hours or Tier 2 for after hours support.
  - Please refer to Table 1 of this document for incident types and expected response times.

Technical support Contact emails and phone numbers.

Tier 1
Microcom CSR
CSR@microcom.tv
907-264-0052

Tier 2
Microcom NOC
NOC@Microcom.tv
907-264-0012