In supplying our products and services, we work hard to ensure
that expectations for delivery schedules are realistically set, met
or exceeded wherever possible.
Our account management teams work to documented escalation
procedures to ensure timely product delivery and are skilled at
assisting customers with projects and managing them to
completion.
We provide 24 hour x 365 day fault support, and our
customer services teams are available for provisioning and all
other assistance between 0800 to 1800hrs Monday to
Friday. Outside of these hours we operate a Help Desk and
access to an escalation officer.
SLA's
We agree SLAs with all our key suppliers and customer
expectations are set accordingly. As testament to our tenacity and
commitment to rectifying any service issues, we perform
consistently well repairing faults within SLA.
Typically for Level 1 and 3 faults, we perform above industry
average by approximately 3%. Any service issues are monitored by
our service support team and your account manager who will
automatically escalate any issue where possible in order to affect
a swift repair.
Billing and reporting
We invoice clients on a monthly basis. We are able to
consolidate all sites onto one main invoice and add cost centres
and departments as required. Alternatively, we are able to invoice
each site separately if this is better suited to your needs, or
supply a mixture of the 2 options. Paper invoices with summary
pages are dispatched by post monthly. We also then send further
reporting and full itemisation via email in support of this. Copies
by CD rom can also be dispatched upon request.
Our standard email and online billing services are supplied to
you at no additional cost.
You are also able to access all your call itemisation and
management reports online. This is via a secure portal on this
website for which you will be supplied login details. We have spent
some time researching our customers' billing requirements and
believe that accessing your billing data should be simple; however
training can be arranged if required.
We supply one bill for all products including traditional
PSTN services, IP Telephony, homeworking bundles, inbound and data
solutions.