Escalation Process
3-Step Support Process for Unresolved or Recurring Technical Issues
Step 1: OPEN
Submit a help ticket Please feel free to reach out to our helpdesk at 516-488-5888, Option 4 (or Ext. 1111 from any District Phone) to open a help ticket. One of our team members will be happy to assist you as soon as possible. If it’s more convenient, you can also submit an online help ticket.Alternatively, you can email your request to support@networkoutsource.com. Please do not email or call Mr. Voigt, your Principal, or Central Office staff to initiate support requests.
Step 2: REPLY
Once your case is marked as resolved, you will receive an email. If you are not satisfied with the resolution or if the issue persists, reply directly to that "resolved" email with an explanation of the ongoing problem. This reply will reopen your case and escalate it to the tech admin team for further assistance.
Step 3: FORWARD
If your issue is still unresolved after Step 2 and you receive another “case resolved” email, forward that email to Mr. Voigt with a summary of the issue for further investigation. Mr. Voigt will personally reopen the escalated case and oversee its resolution. Including the ticket information in your forward will help expedite the process.
Technician Support & Escalation
- Escalation Process
- I have not heard anything about my help ticket and I need support
- I've opened multiple help tickets about a recurring issue
- Program Support Contacts