Customer Care

Technical Support: PrioritiesPriority 1
Customer network connection is down or business operations have been critically impacted. Operation of an existing network is severely degraded, or significant aspects of the customer’s business operation are being negatively impacted by unacceptable network performance. Response: Immediate. Atria and the customer will commit necessary resources around the clock to resolve the situation. Any supporting technical documents (pings, trace-routes, show interface, etc.) should be emailed to support@atrianetworks.com.
 
Priority 2
Operational performance of the network is impaired while most business operations remain functional. Customer requires information or assistance on Atria network capabilities, installation, or configuration. There is clearly minimal or no impact to the customer’s business operation. Atria and the customer are willing to provide resources during normal business hours to restore service to satisfactory levels or to provide information or assistance as requested. Your request to support@atrianetworks.com will be attached to a Network Technician and you will be contacted via email upon completion of your request.

Priority 1:  1-888-623-0623  Ext. 3
Network Status Option 1
Wireless / Wi-Fi Support Option 2
Fibre Support Option 3
DSL Support Option 4

Priority 2: E-mail Support
For 24-Hour Response Support for Non-Urgent Requests, please email: support@atrianetworks.com

Expedite Request
To expedite your service call, please have the following information ready:
1. Service Address
2. Phone Number
3. A brief description of the problem. (If related to an Internet outage, please email all technical documents such as pings, traceroutes, show interface, etc. to support@atrianetworks.com)

Ticket Escalation Process

1st Level Escalation

Customer Event Management/ NOC at 1-888-424-7771 Ext. 3

Provide your company name, nature of the issue and if a trouble has been reported, the ticket number issued.

2nd Level Escalation (60 Minutes)

Customer Event Management/ NOC at 1-888-424-7771 Ext. 3

Provide your company name, nature of the issue and the ticket number issued.

Request an escalation to the NOC Team Lead, Network Operations Support, of Atria Networks LP.

3rd Level Escalation (120 Minutes)

Call Customer Event Management/ NOC at 1-888-424-7771 Ext. 3

Provide your company name, nature of the issue and ticket number issued.

Request an escalation to the Regional Network Manager of Atria Networks LP.

4th Level Escalation (180 Minutes)

Call Customer Event Management/ NOC at 1-888-424-7771 Ext. 3

Provide your company name, nature of the issue and the ticket number issued.

Request an escalation to the Director, Network Operations of Atria Networks LP.

Rogers Business Solutions’ state-of-the-art Network Operations Centre provides our customers with dedicated technical support services and network monitoring 24/7/365.