STARTOUCH NETWORK SUPPORT LEVELS
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TECHNICAL SUPPORT
At StarTouch, we take pride in providing exceptional technical support. If you need assistance with your service from StarTouch, please select from the options below. If your question is not answered here, you may call our Network Operations Center (NOC) at 888-733-0203 Option 2. Please click "Live Support Levels" below to see what options are available to you. We can also be reached by email at support@startouch.com.
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Level 1 Support
Level 1 support is included with all residential and business Internet services, including Layer 2 connections. It is designed to assist individuals with the initial set-up and configuration of their connection. Anything that cannot be configured with phone-provided support during normal business hours would be outside of this support option. Hours of Support: 7:30 a.m. to 9:00 p.m. PST. Monday - Friday. Response Time: 4 hours.
Support Offered: Email and Phone with limited live support
Price: Included with service.
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Level 2 Support
Level 2 support covers more advanced support for existing customers that are experiencing difficulty with their connection. Our technical staff will provide email and phone support to diagnose your connectivity problem, and may dispatch a truck-roll to your location if service cannot be restored via phone. All truck-rolls are scheduled during normal business hours only, and may take up to two days. Hours of Support: 7:30 a.m to 9:00 p.m. PST. Monday - Friday. Response Time: 3 hours.
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Support Offered: Email, Phone and Dispatch.
Price: Included with service unless problem is customer-related issue and not related to StarTouch's service. If dispatch is required and the problem is found to be a customer-related issue and NOT related to StarTouch's service, a fee will be assessed as follows: $185.00/hr, shop-to-shop for all customers during regular business hours. After-hours truck rolls are billed at $225.00/hr, shop-to-shop.
Note: All rates are billed at a one-hour minimum and 15 minute increments thereafter.
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Level 3 Support
Level 3 support is intended for those individuals or businesses requiring rapid response and problem resolution (i.e. where downtime significantly impacts business productivity). The scope of level 3 support will include: up to Network-Engineering level support and dispatching technicians. Service Level Agreements (SLA's) are required prior to support, or normal and after-hour fees will apply. Remote access may also be included in this level. Hours of Support: 24X7 Response Time: 2 hours.
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Support Offered: Email, Phone and 24x7 Dispatch.
SLA/Level 3 Support Price: Please ask for quote.
If dispatch is required and the problem is found to be a customer-related issue and NOT related to StarTouch's service, a fee will be assessed as follows: $185.00/hr, shop-to-shop for all customers during regular business hours and $225.00 for after-hour calls.
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All other tickets for after-hour truck rolls are billed at $225.00/hr, shop-to-shop.
For non-essential after-hours support such as email address settings, billing or general questions, your call may be returned during the next business day.
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Note: All rates are billed at a one-hour minimum and 15 minute increments thereafter.