TAC Escalation

Who is the Account Manager*

After submission responses can take up to 48 hours. If you have not heard follow up with Roger Lowe as he will be monitoring these tickets once submitted. It is YOUR responsibility to follow up on ticket status. You may engage the Director of Sales on any escalations that are going unresolved or have a risk in losing the business but YOU remain the primary owner of the escalation.

Account/Customer Name*

Region*

Service Address (incl. province)*

Location of issue address or Latitude, Longitude

BAN(s)*

Service Activation Date*

When was the line activated for the impacted mobiles.

Hardware Activation Date*

When was the hardware activated for impacted mobiles.

Total AGAs (MP and/or MI)*

Total Mobile Phones/Mobile Internet units on account

Total impacted mobiles*

Did the customer port out? Yes or At Risk*

If yes, how many lines ported out?*

Did client ported back to previous provider? *

If yes who?*

Did client claim better network with competitor?*

Yes or No (test phones, demo SIMs etc...)

Wireline Product (if existing WL customer)*

If you are unclear on what they have indicate 'RSM to complete CSI to confirm'

Repair Ticket # created*

Client MUST be the one to initiate the call, they can conference you in BUT you MUST not be the one to start the call as this is driving the issues with escalation and remedy.

Is the issue resolved or in progress?*

In-Building solution required?*

Yes, No or Unsure

Densification roadmap to resolve*

Yes, No or Unsure

Account number(s)*

Contact details of client (phone/email/account#)*

Network issue started when*

Whatservices are impacted? (list all symptoms) Cellular Data, Voice,Messaging, Wireless Internet *

How often does this occur?*

Timestamps of issue (date and time)*

*Additional details*

CP3 or RSM name

Roger Lowe