Online Service Assurance
HOW WE SUPPORT YOU FREQUENTLY ASKED QUESTIONS
1. How are my support alternatives changing?
In addition to email support at [email protected] and portal engagement support via EnvisionDX, GTT is adding telephone support for all customers. Customers are encouraged to use the always-on EnvisionDX portal as the simplest, most seamless way to stay in touch with GTT.
2. How are my escalation contacts changing?
3. How do the changes in support affect my business?
4. What is the launch date of the changes?
The changes will be effective January 7th, 2025. You may use the EnvisionDX portal for respective Service Assurance contact details.
5. What is the EnvisionDX Portal?
6. How can I log into the EnvisionDX Portal?
You can access EnvisionDX at: https://envision.gtt.net.
7. How can I contact the Service Assurance team?
Our Service Assurance team can be reached via email, phone and through our EnvisionDX Portal. See below the relevant links and email address for your convenience. All these details are also present in our EnvisionDX portal.
- Portal: EnvisionDX
- Email: [email protected]
- Phone: Contacts and their telephone numbers are available in EnvisionDX.
8. Who do I contact for other types of inquiries?
9. What if I send service requests to my assigned Account Representative or Customer Success Manager?
Your request will re-direct you to engage with the EnvisionDX portal to get the latest and updated Service Assurance contacts. EnvisionDX is the easiest route to reporting, tracking and resolving support tickets. Using EnvisionDX for ticket reporting will help prevent any delays in response or resolution. Reach out to us via your EnvisionDX portal – the simplest, most seamless way to stay in touch with GTT.
10. Will EnvisionDX show the relevant/applicable email addresses and telephone contacts for me to use to contact your Service Assurance/NOC teams?
Yes, EnvisionDX provides up-to-date contact details for engagement and escalation. The contact details can be accessed on the EnvisionDX Home page Dashboard in the Contact List widget. Select the NOC tab for contact and escalation details.
11. 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, which should be submitted only via EnvisionDX.
- Planned Works ticket: any scheduled activity that is carried out routinely on GTT’s or our partners’ networks to maintain or optimize service.
11. Can I log an incident via telephone?
12. Can I request a change via telephone?
If you are requesting information related to the services or RCA you will be able to log the request via telephone. However, if actual change is needed to your service, it can be logged only by authorized personnel from your company using EnvisionDX portal ensure a secure transaction. All change requests must be done through EnvisionDX to open a change request.
13. I do not have access to the EnvisionDX Portal.
Ask your company administrator, GTT’s Account Representative or Customer Service Center, or access EnvisionDX and click on Request EnvisionDX Account.
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