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Escalation Process
1. Maximum Response Times
Event Type |
Priority |
Times |
Major Incident |
Urgent, High |
2 hours after ticket is opened at our Service Desk. |
Minor Incident |
Medium |
8 hours after ticket is opened at our Service Desk. |
Moves, Adds, Changes |
Low |
1 business day after ticket is opened at our Service Desk. |
2. Escalation Directory
In the case of an incident that is not being resolved in a timely manner, please follow this escalation table.
Mobile |
Name |
Title |
|
81 1029 0528 |
Álvaro Martínez |
<amartinez AT tvg DOT mx> |
Service Coordinator |
81 1029 0525 |
Gustavo Daniel Villarreal |
<dvillarreal AT tvg DOT mx> |
Service Manager |
81 1077 8929 |
Ing. Gustavo Villarreal |
<gvillarreal AT tvg DOT mx> |
Director-general |
* When calling our Service Desk in After Business schedule, the system will locate an available engineer, and will also follow this escalation table automatically. We appreciate your patience while holding in line.