Dedicated Cornerstone Hotline
1-800-510-3004
Availability
The Cornerstone Hotline is available to assist you 24 hours a day, 7 days a week, including weekends and holidays.
The following is an overview of what to expect when calling the Cornerstone Hotline. For step-by-step directions see the Hotline section entitled Hotline Technical Support.
Cornerstone Operator
When you call the Hotline number the first person that you will talk to will be the Operator. The Operator will ask you for the following information:
• Is the call for Technical Support or
• Is it a Sales Inquiry
• Your Name
• Your Company Name
• Your call-back Phone Number
• Your E-mail Address
• A brief Description of the Technical Problem or
• A brief Description of your Sales Interest
• For a Sales Inquiry, the State in which your Company is located
• Do you Need Immediate Assistance?
The Operator may give you an account number and confirmation number at the end of your call or they may transfer you to the Cornerstone Dispatcher. Make sure that you receive the account and confirmation numbers from the Dispatcher if you did not receive it from the Operator.
Cornerstone Dispatcher
Your call or message will be forwarded to our Dispatcher who will decide on the placement. For a Sales Inquiry, the Dispatcher will e-mail the appropriate Regional Sales Manager. An Account Executive will be assigned to your inquiry and will contact you as soon as possible. If your need is urgent then the Dispatcher will place a call to the Regional Sales Manager.
If your call is for Technical Support, an e-mail will be sent to the appropriate technician for your account. Additionally, the technician will be contacted by phone or pager. The dispatcher may also ask you additional questions about your system problem. The call-back from a technician or an Account Manager should happen within 55 minutes. If the call is not covered within that time frame then Cornerstone Hotline Management will get involved.
Management Involvement
If you feel that this process is not occurring as has been described above, or if our response is not fast enough for your situation, please contact your Account Manager. If you are unable to reach your Account Manager, please contact any Cornerstone Hotline Manager. Contacting a manager is part of our escalation procedures and can be used by you at anytime.
E-mail addresses and business phones are listed below for our Cornerstone Hotline Managers. All phones have voice mail so that you can leave a message. Please be sure to have your account and confirmation numbers available when speaking with the Hotline Managers. It will help them resolve more quickly any problems that you may be having.
Hotline Manager's Contact List
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