MCI is committed to providing superlative customer support. Our policy for network trouble calls ensures that problems are solved within short time frames so our customers enjoy full services at all times. However, in the day-to-day management of running an extensive global network, temporary loss of service occasionally occurs. With MCI’s Escalation Policy, problems are resolved as quickly as possible.

Initial Call Received
When a customer contacts the Corporate Technical Assistance Centre (CTAC), a CTAC specialist gathers the details of the problem and opens a trouble ticket. Most problems are resolved at this stage, usually while the customer is still on the phone. If the problem is complex or involves a carrier outage, the customer is given a trouble ticket reference number and an explanation of what action is being taken.

First Level Escalation
If after thirty minutes of effort the CTAC specialist has not resolved the problem to the customer's satisfaction, an escalation specialist, trained in more complex problem scenarios, troubleshoots the problem. At the thirty-minute mark, the CTAC specialist contacts the customer with a status update.

Second Level Escalation
If the problem has not been resolved to the customer's satisfaction after one hour, a CTAC team leader becomes involved. The CTAC team leader evaluates and revises the planned approach in collaboration with the CTAC specialists. If required, the CTAC team leader also involves and escalates problems to the appropriate level with our global operations and our suppliers. The CTAC specialist contacts the customer with a status update every thirty minutes, or on a more or less frequent interval at the customer's request.

Third Level Escalation
Once a trouble ticket has been open for two (2) hours, the CTAC team leader escalates the situation to the Service Assurance Manager to ensure management awareness of any serious or ongoing problems.

Fourth Level Escalation
If a problem remains unresolved to the customer's satisfaction after four (4) hours, the details of the problem are escalated to the Director of Service and Operations.

Fifth Level Escalation
If a customer-specific issue continues for more than eight (8) hours, the details of the incident are escalated to the General Manager for MCI Canada. Broader network issues will be escalated more quickly.

Sixth Level Escalation
If a customer problem continues for more than sixteen (16) hours, the details of the incident are escalated to MCI's Vice President for Canada, Latin American, and International Business Operations. (Higher priority issues and broader network issues will be escalated more quickly.)

The above Escalation Policy applies to critical problems, which are high-speed connections that have a complete loss of connectivity or service. For major problems, such as latency, packet loss, server issues, the resolution process follows the same Escalation Policy, except notification times are extended to: first level escalation after two hours, second level escalation after four hours, third level escalation after eight hours, and fourth level escalation after 24 hours.

The Escalation Policy is designed to ensure that all parties are notified and updated with current status information from the moment a service problem is discovered. It is this commitment to keeping everyone "In the Loop" that allows MCI Canada to work as a team with our customers and suppliers to provide the highest quality service and support