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RESOLVING TROUBLE TICKETS THE RAM WAY

No one likes service outages. But “stuff” happens
from time to time. When something goes wrong,
using an organized service-call process can lower
your stress level and also lead to a substantial
decrease in problem resolution intervals. Whether
you are a long-time client or a new one, this is a
great time to review our trouble-ticket procedures with your staff.

Here are the six steps RAM follows to solve your telecommunications
issues:

1. Initial Call. We record all service issues in detail. Most problems
follow a certain pattern. So, with your help, RAM thoroughly
documents the problem and time of occurrence.

2. Verify Type of Issue. Is it voice quality? (Dialing, local, long
distance, both?) We make a test call on the service in question, send
an email or access the Web. We help you test and determine the
issues.

3. Open Trouble Ticket. We call the service provider and open a
trouble ticket with them. We also create our own ‘tracking’ ticket in
our client database. This gives us a ‘history’ of all your service issues,
past & present. (This documentation is invaluable when escalating
re-occurring problems with service providers!)

4. Ticket Monitoring. RAM monitors all open tickets based on
priority. This allows us to determine which monitoring activity to
address first, based on the following categories: email, voice mail,
VOIP, Internet access, MPLS and voice service.

5. Escalation. If needed, we escalate the issue with channel
managers, local engineers or, if necessary, the vice president or even
president of the telecom company.

6. Resolution. We verify the ‘fix’ with you and close the ticket with
the service provider.

It is always important to keep in mind that your service provider
cannot have enough detail about the issue. The more information you
can provide us the more likely the problem can be resolved quickly.
By following this process, we can help you resolve quickly and get
back to business.

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