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Second-level support

Open a ticket

For the partner that supplies and installs the access points, and for customers with direct support under contract.

Bought through Padtec or a partner?

Talk first to whoever supplied and installed your equipment. That is where the ticket starts, and from there it reaches Dominus when it needs the management platform.

01 · L1 · Your installer

On-site triage

Power, cabling, placement and restarts, with the installer. Platform changes, such as the Wi-Fi name and password, are requested from Dominus.

02 · L2 · Dominus

Dominus takes over

Advanced configuration, radio diagnostics, session analysis, remote traffic capture and firmware.

03 · L3 · NetExperience

Escalation

Firmware or platform failures go straight up, without you repeating the story.

Who handles each case
CaseL1 · Your installerL2 · DominusL3 · NetExperience
Device does not power on or connectL1: Power, cabling and reinstallationL2 · Dominus: Supports diagnosis if it persistsL3 · NetExperience: Not involved
Wi-Fi name and password, new access passwordL1: Asks DominusL2 · Dominus: Carries it out on the platformL3 · NetExperience: Not involved
Slow or unstable Wi-FiL1: Triage and escalationL2 · Dominus: Metrics, radio, channel and trafficL3 · NetExperience: If the cause is firmware or the platform
New access points on the networkL1: Sells and installsL2 · Dominus: Adds them to the existing networkL3 · NetExperience: Not involved
Suspected security flawL1: Reports it to DominusL2 · Dominus: Investigates and mitigates in the configurationL3 · NetExperience: Fixes firmware or platform failures
Suspected hardware defectL1: Commercial replacement (RMA)L2 · Dominus: Confirms the defectL3 · NetExperience: Not involved
Urgent, for partners +55 61 3686-3347 Email contato@dominuscyber.com.br Already have access? Follow up in the Customer Area Not a support request? Talk to a specialist

Ticket details

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