Online Service Assurance – How We support You Frequently Asked Questions
1. How are my support alternatives changing?
2. How does the change to my support alternatives affect my business?
3. What is the launch date of the phone support?
Phone support will be available starting September 4th, 2024. You can find all telephone numbers on the EnvisionDX portal, which remains the most effective way to contact our Service Assurance personnel.
4. What is the EnvisionDX Portal?
EnvisionDX is GTT’s self-service portal. It gives you an overall view of your services, real-time monitoring and alerts, performance metrics, service inventory management, support ticket management, ordering and order tracking, and billing management. It’s the simplest way to stay in touch with GTT.
5. How can I log into the EnvisionDX Portal?
You can access EnvisionDX at: https://ethervision.gtt.net/sign-in.
6. How can I contact the Service Assurance team?
You can reach the Service Assurance team via email, phone, and the EnvisionDX Portal. Email and Portal access details are below.
- Portal: EnvisionDX
- Email: [email protected]
- Phone: Contacts are available in EnvisionDX.
7. Does the Service Assurance team manage all types of enquiries?
8. What if I send service requests to my assigned Account Representative or Customer Success Manager?
Your request will be redirected to the EnvisionDX portal to get the latest Service Assurance contacts. EnvisionDX is an easy way to report, track, and resolve support tickets, avoiding delays in response or resolution.
9. Will EnvisionDX show the relevant email addresses and telephone contacts for the Service Assurance/NOC teams?
10. What is the difference between tickets, incidents, requests, and planned works?
- Incident ticket: Any unplanned interruption or reduction in quality to a GTT provided service.
- Change Request ticket: A standard, pre-approved, pre-defined change, or request for information/assistance, submitted via EnvisionDX only.
- Planned Works ticket: Any routinely scheduled activity on GTT’s or our customers’ networks to maintain or optimize service.
11. Can I log an incident via telephone?
Yes, you can find the relevant contacts on EnvisionDX and call to report an incident ticket.
12. Can I request a change via telephone?
If you need information related to services or a root cause analysis (RCA), you can log the request via phone. For required changes, only authorized personnel from your organization can request them, and they must be logged through the EnvisionDX portal. For efficiency, security, and tracking, please log change requests through the EnvisionDX portal.
13. I do not have access to the EnvisionDX Portal.
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