The Hotline is available to assist you 24 hours a day, 7 days a week including weekends and holidays.

When you call the Hotline 800 number, the first person you talk to will be an operator. You should tell this person your name and that you want to report a problem or have a question. The operator will then forward you to a dispatcher who will be taking the information about your problem or question.

The dispatcher will be asking you for the following information:

· Is the call for technical support, or is it a sales inquiry.
· Your name
· Your company name
· Your callback number
· Your e-mail address
· If it is a sales inquiry, the state in which your company is located
· A brief description of the technical problem or sales inquiry
· Whether or not you need immediate assistance

If your call is a sales inquiry, an e-mail will be sent to the appropriate Regional Sales Manager. An Account Executive will be assigned to your inquiry and will contact you as soon as possible. If you need immediate assistance, the dispatcher will also contact the appropriate Regional Sales Manager.

If the 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 callback from a technician or account manager should happen within 55 minutes, If the call is not covered within 55 minutes, Cornerstone Hotline management is contacted.

If you feel that this process is not occurring as it is 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 manager. Contacting a manager is a part of our escalation procedures and can be used by you at anytime. Their names and phone numbers are listed below.

If you are contacting a Cornerstone manager, please call their office number listed in the chart below. All phones have voice mail so that you may leave them a message. You may also send them an e-mail at the address shown in the chart. When you speak to a manager or send an e-mail, tell him/her the confirmation number you were given when you placed the call.


Hotline Manager’s Contact List
 

Name	E-Mail	Office
Barbara Heppner	bheppner@csihome.com	800-334-0800 x127
Ken Bowers	kbowers@csihome.com	800-334-0800 x245
Len Diegel	ldiegel@csihome.com	877-451-2005
Denise Dorin	ddorin@csihome.com	800-334-0800 x124
Gail Ledet	gledet@csihome.com	985-781-0539
Doris Parrish	dparrish@csihome.com	800-334-0800 x164
Pam Simmons	psimmons@csihome.com	800-334-0800 x232