Customer Service Procedures

1. Obtaining Support:  Normal Business Hours

If you require assistance at any time between 8:30 a.m. and 5:00 p.m., please contact FTI Support at:

805.685.6672 or 800.247.6937 and immediately press 5
 
Provide the following information to the Customer Service Representative when requested:

• Your Company Name
• Your Name
  
• Your Phone Number   
• The Nature of the Problem or Service Requested

If you get a voice message, please leave the information indicated above.  An FTI Customer Service Representative or a Network Engineer will contact you within 30 minutes.

2. Important Contact Information:

Department	Name	Office Phone	Email
Customer Service	Robert Mcgee	805.685.6672 x 107	rmcgee@ftiservices.com
Customer Service	Nick Jansen	805.685.6672 x 118	njansen@ftiservices.com
Main Office	Operator	805.685.6672 x 0

3. Obtaining Support:  After Hours and During the Weekend

If you require assistance at any time after normal business hours and during the weekend, please contact FTI Support at 805.685.6672 x 5 or 800.247.6937 x 5.  After-hours and on the weekend these two phone numbers roll into a voice mailbox which issues a page to the engineer who is on call at that time.  Please leave the same information indicated in item one.  An FTI Customer Service Representative or a Network Engineer will contact you within 1 hour.

4.   If You Have a Problem

FTI is committed to total customer satisfaction. If you have a problem you believe is not being resolved to your satisfaction, please contact one of the individuals listed below. We also welcome your suggestions and feedback.

Title	Name	Office Phone	Cell Phone	Email
Commercial IT Operations	Jason Cary	805.685.6672 x 135	805.452.2727	rmcgee@ftiservices.com
Director Commercial IT Operations	Shawn Henn	805.685.6672 x 111	805.448.3898	njansen@ftiservices.com