{"id":1271,"date":"2020-12-07T13:32:28","date_gmt":"2020-12-07T18:32:28","guid":{"rendered":"https:\/\/trifectantwks.wpengine.com\/?page_id=1271"},"modified":"2021-04-28T16:59:17","modified_gmt":"2021-04-28T20:59:17","slug":"issue-resolution-process","status":"publish","type":"page","link":"https:\/\/www.trifectanetworks.com\/staging02\/maintenance\/3rd-party-maintenance\/issue-resolution-process\/","title":{"rendered":"Tri-Net&#8217;s Simple Issue Resolution Process"},"content":{"rendered":"<div id=\"styled-list-block_5fa571d7ad818\" class=\"styled-list\">\n\n\t\t\t<ul class=\"styled-list-items\">\n                            <li class=\"styled-list-item grid-x grid-margin-x grid-margin-y align-center-middle\">\n\t\t\t\t\t                    <div class=\"cell medium-1 show-for-medium medium-order-3\"><\/div>                                            <div class=\"styled-list-icon cell xsmall-6 small-shrink text-center medium-text-left xsmall-order-1 medium-order-2\">\n                             <svg viewBox=\"0 0 300 380\" width=\"150\" height=\"190\" role=\"img\"><title><\/title><g fill=\"#1f2a5c\"><path d=\"m213.74 183.3c-8 4.24-11 4.29-41.66 12.42a18.85 18.85 0 0 1 -30.24-5 63.36 63.36 0 0 1 -31.84-14.72 76.45 76.45 0 0 0 -62 51.1c-4.39 12.92-9.47 21.07-3.4 29.53 7.31 10.22 6.79 6.27 198.62 6.27a15.05 15.05 0 0 0 14.23-19.86c-5.66-16.67-11.93-43.9-43.68-59.77zm0 0\"><\/path><path d=\"m142.84 172a18.61 18.61 0 0 1 21.24-7.84l16.48-4.37c24.79-23.26 21.18-52.44 21.18-74.09-12.44-70.94-90.72-72.84-103.5 0v32.36c5 28.29 22.65 50 44.59 53.94zm0 0\"><\/path><path d=\"m68.53 130.12a9.13 9.13 0 0 0 8.82 7.06 9.27 9.27 0 0 0 9.28-9.27v-42.11a9.12 9.12 0 0 0 -3.53-7.11 72.09 72.09 0 0 1 19.77-38.36c14.19-15.12 37.95-23.85 65-17.26 10.41 3.39 20.67 8.13 29.21 17.26a72 72 0 0 1 19.76 38.36c-5.48 4.45-3.52 8.28-3.52 49.22a9.13 9.13 0 0 0 4.2 7.56v7c0 24.38-24 25.9-51.75 33.26a9.63 9.63 0 0 0 -16.74 6.52c0 11 15.78 13.57 18.85 2.52 28.68-7.6 58.92-10.47 58.92-42.3v-6.44a9.06 9.06 0 0 0 4.63-5.94 23.27 23.27 0 0 0 0-46.54 9.1 9.1 0 0 0 -4.32-5.74 66.38 66.38 0 0 0 -1.41-18 78 78 0 0 0 -5-15.2 78.11 78.11 0 0 0 -26-30.88c-53.62-37.15-127.62 6.78-121.87 64.12a9.13 9.13 0 0 0 -4.3 5.72 23.28 23.28 0 0 0 0 46.55zm0 0\"><\/path><ellipse cx=\"44.33\" cy=\"335.65\" rx=\"44.33\" ry=\"44.35\"><\/ellipse><\/g><path d=\"m66.25 343.82a29.69 29.69 0 0 1 -9.31-1.48 4.26 4.26 0 0 0 -4.14.87l-5.87 4.43a32.43 32.43 0 0 1 -14.59-14.58l4.3-5.72a4.23 4.23 0 0 0 1-4.28 29.63 29.63 0 0 1 -1.49-9.33 4.2 4.2 0 0 0 -4.15-4.19h-9.59a4.2 4.2 0 0 0 -4.19 4.19 48.09 48.09 0 0 0 48 48 4.2 4.2 0 0 0 4.19-4.19v-9.54a4.2 4.2 0 0 0 -4.16-4.18z\" fill=\"#fff\"><\/path><ellipse cx=\"150\" cy=\"335.65\" fill=\"#1f2a5c\" rx=\"44.33\" ry=\"44.35\"><\/ellipse><path d=\"m175.38 324.64v22.09l-17.11-10.82z\" fill=\"#fff\"><\/path><path d=\"m141.73 335.91-17.1 10.82v-22.09z\" fill=\"#fff\"><\/path><path d=\"m175.28 320.9a3.13 3.13 0 0 0 -3.08-2.7h-44.4a3.13 3.13 0 0 0 -3.08 2.7l25.28 16.66z\" fill=\"#fff\"><\/path><path d=\"m150.87 340.79a1.59 1.59 0 0 1 -1.74 0l-4.49-3-19.91 12.6a3.13 3.13 0 0 0 3.07 2.68h44.4a3.13 3.13 0 0 0 3.07-2.68l-19.91-12.6z\" fill=\"#fff\"><\/path><ellipse cx=\"255.67\" cy=\"335.65\" fill=\"#1f2a5d\" rx=\"44.33\" ry=\"44.35\"><\/ellipse><path d=\"m230.88 354.68h49.55a7.32 7.32 0 0 0 7.29-7.29v-32.08a7.32 7.32 0 0 0 -7.29-7.29h-49.55a7.32 7.32 0 0 0 -7.28 7.29v32.08a7.32 7.32 0 0 0 7.28 7.29zm-1.46-39.37a1.49 1.49 0 0 1 1.46-1.45h49.55a1.4 1.4 0 0 1 1 .43 1.43 1.43 0 0 1 .43 1v32.08a1.43 1.43 0 0 1 -.43 1 1.4 1.4 0 0 1 -1 .43h-49.55a1.49 1.49 0 0 1 -1.46-1.45zm0 0\" fill=\"#fff\"><\/path><path d=\"m282.56 356.83h-59.16v3.23a2.67 2.67 0 0 0 1.58 2.28 7.26 7.26 0 0 0 3.8.94h53.78a7.26 7.26 0 0 0 3.8-.94 2.69 2.69 0 0 0 1.58-2.28v-3.23z\" fill=\"#fff\"><\/path><path d=\"m272.85 336.99-3.39-1.05-3.39-1.06 1.06 3.39 1.05 3.39 1.6-1.59 2.45 2.45 1.48-1.48-2.45-2.45z\" fill=\"#fff\"><\/path><\/svg>                         <\/div>\n                    \t\t\t\t\t<div class=\"styled-list-content cell xsmall-10 medium-auto xsmall-order-2 medium-order-1\">\n                        <div class=\"styled-list-number right\">1<\/div>\n                        <div class=\"styled-list-text\">\n                            Open a trouble ticket by calling your dedicated number, sending an e-mail or using your portal.                        <\/div>\n                    <\/div>\n                <\/li>\n\n                                            <li class=\"styled-list-item grid-x grid-margin-x grid-margin-y align-center-middle\">\n\t\t\t\t\t                    <div class=\"cell medium-1 show-for-medium\"><\/div>                                            <div class=\"styled-list-icon cell xsmall-6 small-shrink text-center medium-text-left\">\n                             <svg viewBox=\"0 0 300 265\" width=\"150\" height=\"133\" role=\"img\"><title><\/title><path d=\"M297.34 235.52L167 9.81a19.65 19.65 0 0 0-34 0L2.66 235.52a19.66 19.66 0 0 0 17 29.48h260.67a19.66 19.66 0 0 0 17-29.48zM150.18 79.32a14.9 14.9 0 0 1 14.87 15.29l-2.46 85.72a12.48 12.48 0 0 1-24.94 0l-2.39-85.72a15 15 0 0 1 14.92-15.29zm-.18 155a15.48 15.48 0 1 1 15.48-15.47A15.49 15.49 0 0 1 150 234.36zm0 0\" fill=\"#1f2a5c\"><\/path><\/svg>                         <\/div>\n                    \t\t\t\t\t<div class=\"styled-list-content cell xsmall-10 medium-auto\">\n                        <div class=\"styled-list-number left\">2<\/div>\n                        <div class=\"styled-list-text\">\n                            Your Tier 1 support moves into action collecting necessary information regarding your problem description and any error logs.                        <\/div>\n                    <\/div>\n                <\/li>\n\n                                            <li class=\"styled-list-item grid-x grid-margin-x grid-margin-y align-center-middle\">\n\t\t\t\t\t                    <div class=\"cell medium-1 show-for-medium medium-order-3\"><\/div>                                            <div class=\"styled-list-icon cell xsmall-6 small-shrink text-center medium-text-left xsmall-order-1 medium-order-2\">\n                             <svg viewBox=\"0 0 300 344\" width=\"150\" height=\"172\" role=\"img\"><title><\/title><g fill=\"#1f2a5c\"><path d=\"m18.18 137 118.4-137 107.54 136.8h-48.66c-.1 1.92-.24 3.26-.24 4.61 0 14.33 0 28.65.08 43 0 2.35-.63 3.66-2.9 4.65-23.69 10.41-40 27.84-49.35 51.92-.22.59-.55 1.14-1.15 2.34-1.49-2-2.77-3.64-4-5.34q-34.43-48.48-68.78-97c-2-2.77-4-4-7.48-3.94-12.67.21-25.35 0-38 0z\"><\/path><path d=\"m228.89 201a71.26 71.26 0 0 1 71.11 71.46c-.12 40-32.12 71.66-72.3 71.54-39.22-.11-70.87-32.48-70.74-72.33.12-39.13 32.35-70.79 71.93-70.67zm-8.73 103 42-41.8-13.89-14.2-28.78 29.49-11.37-12.57-13.76 13.57z\"><\/path><path d=\"m28 343.79v-87.1h-28c22.4-29.26 44.15-57.69 66.38-86.69l60.9 86.39h-27.83v87.45z\"><\/path><path d=\"m119 343.77v-67.68c5.64 0 11.11-.13 16.55.15.78 0 2 2 2.1 3.17 1.3 15.47 5.84 29.91 14.72 42.61 4.72 6.76 10.73 12.62 16.18 18.85.81.92 1.81 1.66 3.18 2.9z\"><\/path><\/g><path d=\"m220.16 304-25.8-25.53 13.76-13.57 11.37 12.57 28.78-29.47 13.88 14.22z\" fill=\"#fff\"><\/path><\/svg>                         <\/div>\n                    \t\t\t\t\t<div class=\"styled-list-content cell xsmall-10 medium-auto xsmall-order-2 medium-order-1\">\n                        <div class=\"styled-list-number right\">3<\/div>\n                        <div class=\"styled-list-text\">\n                            If your issue is complex and requires higher level support, your response team will activate the Rapid Escalation Methodology.                        <\/div>\n                    <\/div>\n                <\/li>\n\n                                            <li class=\"styled-list-item grid-x grid-margin-x grid-margin-y align-center-middle\">\n\t\t\t\t\t                    <div class=\"cell medium-1 show-for-medium\"><\/div>                                            <div class=\"styled-list-icon cell xsmall-6 small-shrink text-center medium-text-left\">\n                             <svg viewBox=\"0 0 300 300\" width=\"150\" height=\"150\" role=\"img\"><title><\/title><path d=\"M155 19.9l6 8 8-6-15-20a5.18 5.18 0 0 0-7.29-.71 4.77 4.77 0 0 0-.71.71l-15 20 8 6 6-8v40h10zm0 260.1v-40h-10v40l-6-8-8 6 15 20a5 5 0 0 0 8 0l15-20-8-6z\" fill=\"#1f2a5c\"><\/path><path fill=\"#1f2a5c\" d=\"M145 69.91H155V79.91H145z\"><\/path><path fill=\"#1f2a5c\" d=\"M145 219.97H155V229.97H145z\"><\/path><path d=\"M60 155v-10H20l8-6-6-8-20 15a5 5 0 0 0-1 7 5.26 5.26 0 0 0 1 1l20 15 6-8-8-6zm218-24.06l-6 8 8 6h-40v10h40l-8 6 6 8 20-15a5 5 0 0 0 0-8z\" fill=\"#1f2a5c\"><\/path><path fill=\"#1f2a5c\" d=\"M70 144.94H80V154.94H70z\"><\/path><path fill=\"#1f2a5c\" d=\"M220 144.94H230V154.94H220z\"><\/path><path d=\"M89.9 82.74L61.62 54.45l9.89 1.41L72.93 46l-24.75-3.6a5 5 0 0 0-5.68 4.22 5.17 5.17 0 0 0 0 1.47L46 72.84l9.9-1.41-1.41-9.9 28.32 28.29zM244 228.47l1.41 9.9-28.28-28.29-7.07 7.07 28.28 28.29-9.84-1.44-1.42 9.91 24.75 3.53a4.17 4.17 0 0 0 .71.05 5 5 0 0 0 5-5 5.65 5.65 0 0 0-.05-.71L254 227.05z\" fill=\"#1f2a5c\"><\/path><path transform=\"rotate(-45.01 96.97 96.89)\" fill=\"#1f2a5c\" d=\"M91.97 91.89H101.97V101.89H91.97z\"><\/path><path transform=\"rotate(-45.01 203.044 202.996)\" fill=\"#1f2a5c\" d=\"M198.04 197.99H208.04V207.99H198.04z\"><\/path><path d=\"M82.83 210.07l-28.28 28.29 1.41-9.9-9.9-1.41-3.56 24.75a5 5 0 0 0 4.24 5.66 5.07 5.07 0 0 0 1.42 0l24.75-3.53-1.42-9.93-9.89 1.41 28.28-28.29zM253.94 72.84l3.54-24.75a5 5 0 0 0-1.42-4.25 4.94 4.94 0 0 0-4.24-1.42L227.07 46l1.42 9.9 9.89-1.41-28.28 28.25 7.07 7.08 28.28-28.29-1.45 9.89z\" fill=\"#1f2a5c\"><\/path><path transform=\"rotate(-45.01 96.981 202.999)\" fill=\"#1f2a5c\" d=\"M91.97 198H101.97V208H91.97z\"><\/path><path transform=\"rotate(-45.01 203.037 96.875)\" fill=\"#1f2a5c\" d=\"M198.04 91.87H208.04V101.87H198.04z\"><\/path><g fill=\"#1f2a5c\"><path d=\"M160.55 117.7a2.11 2.11 0 1 0-2.11-2.11 2.11 2.11 0 0 0 2.11 2.11zm-21.1 0a2.11 2.11 0 1 0-2.11-2.11 2.12 2.12 0 0 0 2.11 2.11z\"><\/path><path d=\"M101.46 167.52a14.68 14.68 0 0 0 4.41 10.48c-1.45 8.76 5.53 17.62 14.58 17.62h.2a16.63 16.63 0 0 0 29.35-.73 16.63 16.63 0 0 0 29.35.73h.2c8 0 14.77-7 14.77-15.41a13.2 13.2 0 0 0-.19-2.21 14.58 14.58 0 0 0 1.69-18.93 16.89 16.89 0 0 0 2.72-9.05 14.65 14.65 0 0 0-5.35-11.34 14.27 14.27 0 0 0 1.13-5.55 15.74 15.74 0 0 0-8.53-13.92 12.67 12.67 0 0 0-9.61-13.81c-2.42-5.61-7.82-9.43-13.52-9.43a14.81 14.81 0 0 0-12.66 7.59A14.81 14.81 0 0 0 137.34 96c-5.7 0-11.1 3.82-13.52 9.43a12.66 12.66 0 0 0-9.61 13.81 15.74 15.74 0 0 0-8.53 13.92 14.27 14.27 0 0 0 1.13 5.55 14.65 14.65 0 0 0-5.35 11.29 16.82 16.82 0 0 0 2.72 9.05 14.6 14.6 0 0 0-2.72 8.47zm61.2-67.35a10.68 10.68 0 0 1 8.6 5 12.57 12.57 0 0 0-7 3.56 2.11 2.11 0 0 0 3 3 8.44 8.44 0 0 1 14.42 6v.16a13.41 13.41 0 0 0-2.1-.16c-8 0-14.78 7.06-14.78 15.41a2.11 2.11 0 1 0 4.22 0c0-6 4.94-11.19 10.56-11.19 5.9 0 10.55 5.49 10.55 11.19a10.51 10.51 0 0 1-1.41 5.17 2.1 2.1 0 0 0 .7 2.82 10.5 10.5 0 0 1 4.93 8.9c0 6-4.84 11.19-10.55 11.19a2.11 2.11 0 0 0 0 4.22 14.2 14.2 0 0 0 9-3.32 10.36 10.36 0 0 1 1.55 5.43 10.51 10.51 0 0 1-3.85 8.08 2.12 2.12 0 0 0-.7 2.12 10.08 10.08 0 0 1 .33 2.47c0 6.55-5.93 11.85-11.27 11.12l-.44-.06a2.13 2.13 0 0 0-2.16 1.21 12.68 12.68 0 0 1-11.46 7.37c-6.86 0-12.66-6.1-12.66-13.31a12.68 12.68 0 0 1 12.66-12.66 2.12 2.12 0 0 0 0-4.23 16.86 16.86 0 0 0-12.66 5.74v-40.18a4.22 4.22 0 0 1 4.22-4.22 2.11 2.11 0 1 0 0-4.22 8.37 8.37 0 0 0-4.22 1.13v-16.55c-.03-5.96 4.86-11.19 10.52-11.19zm-52 40.93a2.1 2.1 0 0 0 .7-2.82 10.51 10.51 0 0 1-1.41-5.17c0-5.7 4.64-11.19 10.55-11.19 5.62 0 10.56 5.23 10.56 11.19a2.11 2.11 0 1 0 4.22 0c0-8.35-6.77-15.41-14.78-15.41a13.41 13.41 0 0 0-2.1.16v-.16a8.44 8.44 0 0 1 14.42-6 2.11 2.11 0 0 0 3-3 12.57 12.57 0 0 0-7-3.56 10.68 10.68 0 0 1 8.6-5c5.62 0 10.55 5.23 10.55 11.19v16.55a8.37 8.37 0 0 0-4.22-1.13 2.11 2.11 0 1 0 0 4.22 4.22 4.22 0 0 1 4.22 4.22v40.15a16.86 16.86 0 0 0-12.66-5.74 2.12 2.12 0 0 0 0 4.23 12.68 12.68 0 0 1 12.66 12.66c0 7.21-5.8 13.31-12.66 13.31a12.68 12.68 0 0 1-11.46-7.37 2.13 2.13 0 0 0-2.16-1.21l-.44.06c-6 .82-12.77-6-10.94-13.59a2.12 2.12 0 0 0-.7-2.12 10.51 10.51 0 0 1-3.85-8.08 10.36 10.36 0 0 1 1.55-5.43 14.2 14.2 0 0 0 9 3.32 2.11 2.11 0 0 0 0-4.22c-5.73 0-10.55-5.23-10.55-11.19a10.5 10.5 0 0 1 4.85-8.87z\"><\/path><path d=\"M130.71 147.69a6.34 6.34 0 0 1-6 4.42 2.11 2.11 0 1 0 0 4.22 10.57 10.57 0 0 0 10.29-8.57 14.75 14.75 0 0 0 7.93-3.64 2.11 2.11 0 0 0-2.82-3.14 10.58 10.58 0 0 1-17.59-7.87 2.11 2.11 0 1 0-4.22 0 14.79 14.79 0 0 0 12.41 14.58zm-10.26 30.39a2.11 2.11 0 1 0 0 4.22c5.62 0 10.56 5.23 10.56 11.19a2.11 2.11 0 1 0 4.22 0c0-8.35-6.77-15.41-14.78-15.41zm16.89-16.89a19 19 0 0 0-16.53 9.63 2.11 2.11 0 1 0 3.67 2.08 14.76 14.76 0 0 1 12.86-7.49 2.11 2.11 0 0 0 0-4.22zm19.53-20.05a2.11 2.11 0 0 0 .16 3 14.75 14.75 0 0 0 7.93 3.64 10.57 10.57 0 0 0 10.37 8.57 2.11 2.11 0 1 0 0-4.22 6.34 6.34 0 0 1-6-4.42 14.79 14.79 0 0 0 12.37-14.58 2.11 2.11 0 1 0-4.22 0 10.55 10.55 0 0 1-17.63 7.87 2.11 2.11 0 0 0-2.98.14zm22.68 36.94c-8 0-14.78 7.06-14.78 15.41a2.11 2.11 0 1 0 4.22 0c0-6 4.94-11.19 10.56-11.19a2.11 2.11 0 0 0 0-4.22zm-4.03-5.18a2.11 2.11 0 1 0 3.67-2.08 19 19 0 0 0-16.53-9.63 2.11 2.11 0 0 0 0 4.22 14.75 14.75 0 0 1 12.86 7.49z\"><\/path><\/g><\/svg>                         <\/div>\n                    \t\t\t\t\t<div class=\"styled-list-content cell xsmall-10 medium-auto\">\n                        <div class=\"styled-list-number left\">4<\/div>\n                        <div class=\"styled-list-text\">\n                            If it is determined your part has failed, logistics take over and immediately ship a replacement in accordance with SLAs.                        <\/div>\n                    <\/div>\n                <\/li>\n\n                                            <li class=\"styled-list-item grid-x grid-margin-x grid-margin-y align-center-middle\">\n\t\t\t\t\t                    <div class=\"cell medium-1 show-for-medium medium-order-3\"><\/div>                                            <div class=\"styled-list-icon cell xsmall-6 small-shrink text-center medium-text-left xsmall-order-1 medium-order-2\">\n                             <svg viewBox=\"0 0 300 208\" width=\"150\" height=\"104\" role=\"img\"><title><\/title><path d=\"M226.58 208a37.82 37.82 0 1 1 37.81-37.82A37.86 37.86 0 0 1 226.58 208zm0-56.73a18.91 18.91 0 1 0 18.9 18.91 18.93 18.93 0 0 0-18.9-18.91zM97.37 208a37.82 37.82 0 1 1 37.82-37.82A37.85 37.85 0 0 1 97.37 208zm0-56.73a18.91 18.91 0 1 0 18.91 18.91 18.93 18.93 0 0 0-18.91-18.91zM263.51 89l-25.75-51.2h-44V18.91h49.79a9.45 9.45 0 0 1 8.45 5.21l28.4 56.41z\" fill=\"#1f2a5c\"><\/path><path fill=\"#1f2a5c\" d=\"M126.68 161.04H198.21V179.95H126.68z\"><\/path><path d=\"M69 180H36.24a9.46 9.46 0 0 1 0-18.91H69A9.46 9.46 0 1 1 69 180zm221.55 0h-35.61a9.46 9.46 0 1 1 0-18.91h26.15v-48.81l-13.77-17.73H193.8a9.46 9.46 0 0 1-9.45-9.46V18.91H36.24a9.46 9.46 0 0 1 0-18.91H193.8a9.46 9.46 0 0 1 9.46 9.45v66.19H272a9.46 9.46 0 0 1 7.47 3.65L298 103.24a9.45 9.45 0 0 1 2 5.8v61.46a9.45 9.45 0 0 1-9.45 9.5zM68.38 132.05H24.89a9.46 9.46 0 0 1 0-18.91h43.49a9.46 9.46 0 1 1 0 18.91zm21.75-37.19H9.45a9.46 9.46 0 0 1 0-18.86h80.68a9.46 9.46 0 0 1 0 18.91z\" fill=\"#1f2a5c\"><\/path><path d=\"M105.57 57.67H24.89a9.46 9.46 0 0 1 0-18.91h80.68a9.46 9.46 0 0 1 0 18.91z\" fill=\"#1f2a5c\"><\/path><\/svg>                         <\/div>\n                    \t\t\t\t\t<div class=\"styled-list-content cell xsmall-10 medium-auto xsmall-order-2 medium-order-1\">\n                        <div class=\"styled-list-number right\">5<\/div>\n                        <div class=\"styled-list-text\">\n                            If the replacement (or contract) requires a tech-to-site, one will be dispatched to your location to replace the part and restore your system.              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