CUSTOMER ESCALATION PROCESS

It is our goal to provide world-class services. If you experience an issue, our aim is to solve it quickly and efficiently. Please find our general mailboxes, all of which are staffed with multiple people to ensure quick responses.

CALNET General Information:

CALNET@mergentsystems.com

CALNET Billing:

CALNETbilling@mergentsystems.com

CALNET Support:

CALNETsupport@mergentsystems.com

If you have any issues throughout the customer service process, please find the escalation path below. Please note your ticket number while escalating any issue.

ESCALATION LEVELS

1st Level

• Name: Customer Service Support Manager
• Title: Technician on Duty
• Contact Information:
• 916-633-2995 EXT: 9005
• cory@mergentsystems.com

2nd Level

• Name: James Rowe
• Title: Transition/Migration Mgr
• Contact Information:
• 916-633-2995 EXT: 9016, 281-415-0092
• jrowe@mergentsystems.com

3rd Level

• Name: Adam Willcox
• Title: Technical Resource Mgr
• Contact Information:
• 317-645-6378
• adam@mergentsystems.com