At CU*Answers Network Services (CNS), your service issues are important to us, and we want to resolve them as quickly as possible! Our goal is to resolve your issue in 12 business hours from our team engaging with you on your service request.
Here are the best ways to engage with CNS support:
  1. Voice:
    1. A phone call is usually best for urgent issues requiring immediate attention.
    2. Our toll-free number is 800-327-3478 option 2.
    3. CNS staffs our phone lines with trained technicians who will work to resolve your issue as fast as possible or arrange for a mutually agreeable time where we can work on your issue together if necessary.
    4. Our peak busy times are generally 9-11 AM, 1 PM, and 4-5 PM ET.
    5. We do increase our phone queue staffing during these times, but it is possible you may experience delayed answering of your call during these windows while our teams are working to resolve other client issues as fast as possible. Hang in there, we will get to you as quickly as we can!
    6. If your issue is not urgent, you might consider calling us at a different time.
    7. Tip: sending an email to helpdesk@cuanswers.com about your issue can speed up resolution as the system will automatically create a ticket about your issue in the system. Give the ticket number to the technician that answers your call.
    8. Other Available Voice Options:
      1. Call Back Queue:
        1. If you do not want to wait for a technician, you can opt for a call back while on hold.
        2. If you do so, the system will keep your place in the queue and the next available technician will call you back at the number you called from.
      2. Emergency Queue:
        1. If you cannot reach us through the normal support queue and you are experiencing a critical outage, such as an entire branch outage or loss of CU*BASE connectivity, our emergency queue (opt #8) is available.
        2. Your call may reach a non-technician and if so, they will work with you to get a qualified technician to assist you.
        3. Emergency calls can result in longer wait times for our general support queue due to limited available resources.
  2. Our Service Portal
    1. You can open a ticket about your issue in our service portal web site at: https://cuanswers.myportallogin.com
    2. Include the ‘5 Ws’ of your issue if you can:
      1. Who?
        1. Who needs help? Is it for you, or another employee?
        2. Who else is experiencing the problem?
      2. What?
        1. What is broken, or what specifically do you need assistance with?
        2. Can you recreate the issue?
        3. What is the impact of the issue?
        4. Is there a service disruption?
        5. What is the extent of the disruption?
      3. When?
        1. When did the problem start?
        2. When is the best time to contact you?
        3. When do you need resolution by?
      4. Where?
        1. Where does the service need to take place?
        2. Is there a specific branch office location?
      5. Why?
        1. Why are you requesting the service (i.e., new vendor relationship).
    3. Our technicians will review your issue and reach out to you as necessary to work with you to resolve or ask you to verify the issue has been worked to your satisfaction.
  3. Email:
    1. Email is best for issues that do not need immediate resolution.
      1. Do not use only email if your matter is urgent. Call us instead.
    2. Send an email to helpdesk@cuanswers.com with the details of your issue.
      1. The more detail you can provide (see 5Ws below), the faster we can resolve your issue.
    3. Include the ‘5 Ws’ of your issue if you can:
      1. Who?
        1. Who needs help? Is it for you, or another employee?
        2. Who else is experiencing the problem?
      2. What?
        1. What is broken, or what specifically do you need assistance with?
        2. Can you recreate the issue?
        3. What is the impact of the issue?
        4. Is there a service disruption?
        5. What is the extent of the disruption?
      3. When?
        1. When did the problem start?
        2. When is the best time to contact you?
        3. When do you need resolution by?
      4. Where?
        1. Where does the service need to take place?
        2. Is there a specific branch office location?
      5. Why?
        1. Why are you requesting the service (i.e., new vendor relationship).
    4. Our technicians will review your issue and reach out to you as necessary to work with you to resolve or ask you to verify the issue has been worked to your satisfaction.
  4. Escalating to Management
    1. If you feel your issue has not been resolved to you satisfaction, you can ask for a manager to review it further.
    2. Our management team contact email is:
      1. NetworkServicesManagement@cuanswers.com. Please drop us a line and let us know how we can help.
  5. Ticket Surveys
    1. Closed service ticket notifications include a customer satisfaction survey. Your feedback helps us in our continuous improvement efforts.