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To our valued Customers and Partners:
Our commitment as a premier Public Safety Communications provider entails the continuing evolution and expansion of our Customer Service capabilities and performance. In conjunction with this evolution, we have updated our escalation processes to assist you in taking the necessary steps when our service levels do not meet your expectations. In such cases, in addition to addressing the issue, our follow-up procedures involve determining root cause and developing a post mortem report.
Should you find it necessary to escalate an issue, please use the following escalation hierarchy:
Positron Help Desk
support@positron911.com
Phone: 800-361-2596
Manager, Help Desk
Robert Sergi
rsergi@positron911.com
Phone: (514) 345-2200 ext. 2037
Senior Manager, Help Desk Operations
Joey Caluori
jcaluori@positron911.com
Phone: (514) 345-2200
Director, Services
Joe Raposa
jraposa@positron911.com
Phone: (514) 345-2412
VP, General Manager
Monica Marics
Monica.Marics@Intrado.com
Phone: (514) 345-2200
Cell: (720) 494-6255
Please note, for any product issue, the Help desk must be the first point of contact to ensure traceability and a timely response.
At Positron Public Safety, we look forward to expanding our Service relationship and having us work closely with you to provide mission critical communications to the communities and citizens which we serve.
Sincerely,
Monica Marics,
VP, General Manager
Positron Public Safety
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