The CTAC - Support Escalation Matrix

The ENA Support Model Overview

Since 1996, ENA’s Customer Technical Assistance Center (CTAC) has served as the single source of engineering support for all ENA services. Our CTAC delivers the value of managed infrastructure services through a comprehensive support model with a strong customer focus and continual process improvement.

Trained to assist with virtually any customer service needs, ENA’s customer support engineers (CSEs) pursue specialized, industry-recognized technical certifications and many vendor-specific certifications. Because of this expertise, 96% of reported needs are resolved quickly and without escalation – providing on-the-spot troubleshooting and resolutions.

To provide consistent and value-driven support, we ensure everyone subscribes to providing:

  1. World Class Service Management Processes, utilizing best practice ITSM frameworks.
  2. A single-point-of-contact support system and in most cases, a proactive customer notification of 24x7x365 monitored service interruptions.
  3. Immediate collaboration with focused engineering resources or onsite Field Operations local to our customers, ready to engage.
  4. Impactful and transparent escalation processes that include high-touch management attention.


Our CTAC teams are available 24x7x365 via toll free phone or e-mail. Please use either method to contact us; however, emergency situations are best prioritized via a phone call.

Utilize any contact at any time

Level
Contact
FIRST CONTACT
Customer Technical Assistance Center

ENA School & Library CTAC
(888) 612-2880
[email protected]

ENA Healthcare CTAC
(833) 825-2888
[email protected]

ESCALATION 1
CTAC Managers

Orlando Martin

Chris Newgaard

Quinton Dorris

[email protected] | (615) 312-6093

ESCALATION 2
Senior Leadership

Dana Briggs
Senior Director of Customer Experience

(615) 312-6025

ESCALATION 3

Matthew Turner
Chief Operating Officer

(615) 312-6042