Support

It may be hard to remember when you last experienced customer service that is obsessed with your WAN’s performance. MASERGY watches your network 24x7x365, monitoring and verifying that your business lifeline is delivering the application performance your clients count on every day.

Detection & Notification

Upon detecting a problem, we immediately open a trouble ticket and notify you we are addressing the issue. Each problem identified is immediately visible in our secure Service Control Center, where the status and history of your trouble tickets are instantly and easily available to you.

Self-Service Updates

MASERGY customers also use this award-winning service to independently initiate service changes or updates anytime – day or night – for immediate results and on-demand network performance. Check the overall network status or view network traffic by application, IP address, port, protocol or QoS level. You can even set alert levels and specify e-mail delivery for each of your locations to give your team instantaneous visibility and control over network performance.

Live Support Teams

When you simply have a question about your services or want help making changes, our team of engineers is always available to assist. MASERGY customer support centers are always staffed with live engineers trained to help identify and resolve your issue. No dealing with an “interactive voice response unit” or waiting in a long call queue to speak with a qualified person. We offer multiple levels of on-call engineering support at all times to respond to each network issue right away.

Issue Resolution

For any issue that occurs within your wide-area network, we work with honesty and candor to resolve it, focusing on the solution regardless of the source of the problem or the “responsible carrier.” Even for alerts caused by an unplugged router or a power failure at the site, we want the problem fixed as soon as possible, so our service representative can return to ensuring the optimum performance of your network.

MASERGY takes and maintains ownership of your WAN issue until you are comfortable that it is completely resolved, documenting what we find, what we do and when it's done for anytime access.

Like a strong bridge, we provide constant, reliable support for your network traffic so your important business applications can move as quickly and predictably as you need them to perform.