Customer Partner Escalation Procedures
Towerstream’ s Network Escalation Procedure has been established to provide our customers with the ability to notify our management of Service or Operational system problems. This procedure applies to both management of existing service and installation of new services. We track all problems through a comprehensive ticketing system.
Please provide the following information where it applies:
- Company Name and Circuit ID
- Case number
- Description of problem
- Location of service
- Complete contact information, including email address and alternate contact
Towerstream Representative
1st Escalation | Quotes Team Email: quotes@towerstream.com |
2nd Escalation – Partner Manager | David Earle Email: Dearle@towerstream.com Phone: 774-462-0910 |
3rd Escalation – Partner Manager | Jason Heroux Email: jheroux@towerstream.com Phone: 401-608-8229 Mobile: 401-662-1977 |
4th Escalation – National Sales Manager | Jon Clarke Email: jclarke@towerstream.com Phone: 401-608-8367 Mobile: 401-207-4800 |
Technical Support
Available 24×7, 365 days per year
Towerstream provides customers with 24×7 Technical Support. Customers may initiate a case through any of the following methods:
Phone: (401) 608-8204
Email: support@towerstream.com
Web: https://www.towerstream.com/company/customer-support/
Technical Support is responsible for and has access to all corporate resources available to resolve your support issue. For us to provide high-quality resolution to your support issues in the fastest possible manner, please follow the procedure below for issues of a purely technical nature.
Please allow a minimum of 1 hour for response from each level before escalating to the next.
Available 24×7, 365 days per year.
1st Escalation – Technical Support | Email: support@towerstream.com Phone: (401) 608-8204 |
2nd Escalation – NOC Operations Lead | Melissa Milligan |
3rd Escalation – Senior Operations Manager | Mark Button Email: mbutton@towerstream.com Phone: 866-848-5848 x8263 Mobile: 401-574-6813 |
Non-Technical Support
Finance Billing | Email: billing@towerstream.com Phone: 866-848-5848 x9102 |
1st Escalation – Account Management | Email: accountmanagement@towerstream.com Phone: 401-608-8204 |