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What is the escalation process to resolve Primecast issues?

April 26, 2017escalation primecast process resolve

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What is the escalation process to resolve Primecast issues?

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1. Explain your issue to a Primecast telephone representative. 2. Ask to speak to a supervisor. 3. Ask the supervisor to investigate and to give you a Trouble Ticket Number. 4. Upon calling at a later time or date, present the Trouble Ticket Number. 5. Inform the supervisor that you plan to call Primecast’s regional supervisor. 6. Call the regional supervisor: 7. Follow up as necessary. 8. If still no results, notify the Voice, Video and Data Committee (VVDC) via HOA Website or the Paper Form that is in Cindy’s office. The VVDC will review all concerns on a monthly basis (except for emergency meetings). Please note that this committee will follow up with Primecast ONLY on those issues that relate to a number of residents collectively.