Tier 2 Emergency Phone

We have a new phone line to receive calls from our Partners (escalations only) when there's a critical issue and the ticket fell out of SLA. That phone is not supposed to be used to obtain technical support or status; it's only used should we be out of SLA.

Any Tier 2 or Staff member must answer the phone when it rings with the following script: Hello, Anchorfree Partner Support, what is the ticket # you're calling about?"

Please remember that if we stay within our Partner's SLA, that phone shouldn't ever be needed, but it's "insurance" for our partners.

With that phone, you will be able to call either Alexey or Maxim and wake them up should there be no answer in Slack to avoid out of SLA Partner tickets:

• Maxim Lavruk, Head of DevOps: 1-(650)-276-9998

• Alexey Skutin, Head of Dev: 900 1 650 338 7822

If you have any questions, please reach any of your staff members or other Tier 2s.