Customer Support

Three Ways to Receive Support

Customer Assistance Center (CAC)

24X7X365 real engineers answering the phones

Priority I Support —

Phone: (704) 831-2500

When the Customer Assistance Center is phoned, you will experience the following:

CAC Engineers will open a trouble ticket, give you a ticket number, and take down all pertinent information
CAC engineers will either work the trouble remotely or assign to a field engineer for on-site attention
In the case of a specialized issue, the CAC will assign the proper engineer for the issue and, upon confirmed resolution, will close out the ticket

Non-Emergency Support —

Email: support@expertip.net

When the CAC is emailed, you will experience the following:

Our ticket system will automatically create a ticket with the subject line of your email as the ticket description. The email body will contain the notes of the new ticket, so please add as much detail as possible, including a good telephone number for you
The CAC will dispatch or work the ticket as deemed by you, including making first contact and assigning the appropriate engineering resource. Tickets created via this method can take up to 4 hours or longer for an engineer to review
Once the ticket has a confirmed resolution, the ticket will be closed

Online Support –

The CAC’s Support Portal is used to allow a remote AT-NET engineer to access your system securely and quickly.

AT-NET is committed to providing the fastest resolution support services to our customers. We can generally connect to your system in less than 60 seconds. Allow our engineers to direct you to one of our below remote support tools and watch our them resolve your issues. Upon connection to the remote services, you’ll be prompted to download a temporary application, which will allow our engineers to access your system remotely. This process is fully controlled by you and you can end the session at any time.

Frequently called Contacts

We aim to provide quality IT solutions and excellent customer service. We welcome client feedback on our performance. If you experience any issue during a project or service, please follow these steps:

1. Discuss your concerns with the engineer(s) working on your project or service issue. Our engineers can offer suggestions and help resolve issues; If the issue is not resolved, then:

2. Contact the Project Management Office (PMO). The PMO and project manager are authorized to make decisions related to the project or service; If the issue is still not resolved to your satisfaction, then:

3. Contact the Director of Client Service Delivery for engineering issues or the Director of Sales for sales-related issues.

If you reach voicemail, please leave a message with your full contact details, even if you think we have your information. We will work to address your concerns. Refer to the table below for the right AT-NET resource contact information.

Lee Eskridge Director of Client Services Delivery

Lee.Eskridge@expertip.net

704-831-2505

Name	Title	Email	Phone
Customer Assistance Center	N/A	Support@expertip.net	704-831-2500
Michael Sylvester	vCISO	Michael.Sylvester@expertip.net	704-831-2540
Brady Tate	Director of Integration & Security	Brady.Tate@expertip.net	704-831-2529
Joel Sosebee	Director of Sales	Joel.Sosebee@expertip.net	704-831-2503
Accounting	N/A	Accounting@expertip.net	704-831-2508
Scott Partelow	vCIO	Scott.Partelow@expertip.net	704-831-2505
Steven Henry	Project Management Office	Steven.Henry@expertip.net	704-831-2545