Welcome to the Surgent Networks Technical Assistance Center (TAC)!

Stay updated with announcements, get answers from the community and share your feature suggestions with us.
You can also submit a request or send us an email at support@surgentnetworks.com.

 

Surgent Networks, LLC

Kris Hopkins March 7, 2011 Announcements

We've got staff scheduled 24x7 and there are three easy ways to connect to Surgent support at any time.

1.  WEB (preferred)

Submit a ticket directly through the Surgent TAC by clicking here, or the Submit a Request link located in the navigation bar above.  Fill out all fields completely and press Submit.  

2.  E-MAIL

If logging a ticket directly on the TAC is not possible, simply send an e-mail to support@surgentnetworks.com.  When you submit an E-mail ticket we kindly request that you include the following information (* is required): 

Subject Line:  *Company Name/Brief Issue Subject

E-mail Body:

  1. *Issue Priority (Critical - Production Only, Urgent - Production Only, Normal, Informational)
  2. *System Component
  3. *System Location (Cermak, IL; Tukwila, WA;  Dublin, OH) 
  4. *Issue Details (Symptoms, How-to recreate)
  5. System Type (Lab, QA, Production)
  6. Attach any Applicable Logs

3.  PHONE (Critical or Urgent Only - see below)

Call 1-855-755-3278 and say "Support" or "Technical Support." Leave a detailed message including:

  1. *Company Name
  2. *Your Name 
  3. *Phone Number where you may be contacted
  4. *Issue Priority (Critical - Production Only, Urgent - Production Only)
  5. *Issue Details (Symptoms, How-to recreate)

Severity 1 ("Critical") shall mean an Incident in which the defect in the Application(s) critically impacts the Customer's ability to do business in a production environment.  A majority of users of the system are unable to perform their tasks as necessary.

Severity 2 ("Urgent") shall mean an Incident in which a major function of the Application(s) is unusable and significantly impacts the Customer's ability to do business in a production environment.  A majority of users of the system can continue to perform their tasks as necessary.

Severity 3 ("Normal") shall mean an Incident related to the Surgent Software and/or the Services that does not seriously affect the Customer’s business.

Severity 4 ("Informational") shall mean all other Incidents not covered above, as well as a Customer’s enhancement requests.

In all cases a support ticket will be created and assigned in the Surgent TAC portal for tracking and audit purposes. In the case of Severity 1 and 2 issues, and depending on your SLA, a tech will respond to you or resolve the issue within two hours.  As the ticket is worked by our technical support staff, you will receive periodic updates via e-mail.

Kris Hopkins March 4, 2011 Announcements

Please refer to our new web site (www.surgentnetworks.com) and our new support site (support.surgentnetworks.com).

Our main phone numbers are:

1) Corporate Toll-free: 855-55-SURGE (78743)

2) Corporate Local:  603-766-7662

3) Support Toll-free: 855-755-FAST (3278)