BM
Boitumelo M
1 reviews | Active since Oct 2014
29 May 2023, 10:57
Bad service
Bad customer service, no sense of urgency. I have been having an issue with my wifi for two days now and there seems to be no end in sight. One gets treated like you are being done a favour whereas we are paying our hard earned money for this service. I am waiting for a technician and don't even know if I will be assisted today. They aren't even bothered by the fact that I am working from home and need to log in.
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Replies (2)0
Replies (2)
Surf4Life's replyOfficial
23 Jun 2023, 13:17Good day Boitumelo
Thank you for reaching out to us
We can see the ticket that you logged on the 27th of May, however, we would like to emphasize that this was a Saturday.
This means that the ticket's SLA would only have started on Monday morning (And must have been resolved within 3 working days) I can also see in the ticket that we struggled to get hold of you for a while and arrange access to the estate.
An SLA is a contractual agreement between a service provider, such as your Internet Service Provider (ISP), and its customer, which in this case is you as an FTTH customer. It outlines the terms and conditions of the service being provided and defines the expected level of performance, reliability, and availability of the service.
Thank you for reaching out to us
We can see the ticket that you logged on the 27th of May, however, we would like to emphasize that this was a Saturday.
This means that the ticket's SLA would only have started on Monday morning (And must have been resolved within 3 working days) I can also see in the ticket that we struggled to get hold of you for a while and arrange access to the estate.
An SLA is a contractual agreement between a service provider, such as your Internet Service Provider (ISP), and its customer, which in this case is you as an FTTH customer. It outlines the terms and conditions of the service being provided and defines the expected level of performance, reliability, and availability of the service.
The SLA serves as a guarantee or commitment from the service provider to meet certain standards and metrics regarding the quality of service they deliver. It typically covers various aspects of the service, including:
- Uptime: The SLA specifies the minimum amount of time that the service should be operational, also known as uptime. It ensures that your Internet connection will be available for a certain percentage of time
- Response Time: The SLA may define the maximum time it takes for the service provider to respond to any reported issues or support requests. For example, it could state that the service provider will respond within 24 hours of receiving a complaint.
- Performance: The SLA may outline certain performance metrics that the service provider must meet. These metrics could include minimum bandwidth speeds, latency requirements, and other factors that affect the performance of your FTTH connection.
- Maintenance and Repair: The SLA may specify the service provider's responsibilities regarding maintenance and repair. It should detail how quickly they will address any technical problems or faults with your FTTH service.
- Compensation: In some cases, an SLA may include provisions for compensation or penalties if the service provider fails to meet the agreed-upon service levels. This could involve discounts or refunds on your service fees for any prolonged outages or service disruptions.
It's important to review and understand the SLA when signing up for an FTTH service because it outlines the commitments and expectations of both you and the service provider. If you have any questions or concerns about the SLA, you should reach out to your ISP's customer support for clarification.
Remember that an SLA is a legally binding agreement, and it helps ensure that you receive the quality of service you expect from your FTTH connection.
Please do not hesitate to let us know should you require any further clarity on the matter
Kind Regards
Customer care
Please do not hesitate to let us know should you require any further clarity on the matter
Kind Regards
Customer care
Surf4Life's reply23 Jun 2023, 13:17
Official
Good day Boitumelo
Thank you for reaching out to us
We can see the ticket that you logged on the 27th of May, however, we would like to emphasize that this was a Saturday.
This means that the ticket's SLA would only have started on Monday morning (And must have been resolved within 3 working days) I can also see in the ticket that we struggled to get hold of you for a while and arrange access to the estate.
An SLA is a contractual agreement between a service provider, such as your Internet Service Provider (ISP), and its customer, which in this case is you as an FTTH customer. It outlines the terms and conditions of the service being provided and defines the expected level of performance, reliability, and availability of the service.
Thank you for reaching out to us
We can see the ticket that you logged on the 27th of May, however, we would like to emphasize that this was a Saturday.
This means that the ticket's SLA would only have started on Monday morning (And must have been resolved within 3 working days) I can also see in the ticket that we struggled to get hold of you for a while and arrange access to the estate.
An SLA is a contractual agreement between a service provider, such as your Internet Service Provider (ISP), and its customer, which in this case is you as an FTTH customer. It outlines the terms and conditions of the service being provided and defines the expected level of performance, reliability, and availability of the service.
The SLA serves as a guarantee or commitment from the service provider to meet certain standards and metrics regarding the quality of service they deliver. It typically covers various aspects of the service, including:
- Uptime: The SLA specifies the minimum amount of time that the service should be operational, also known as uptime. It ensures that your Internet connection will be available for a certain percentage of time
- Response Time: The SLA may define the maximum time it takes for the service provider to respond to any reported issues or support requests. For example, it could state that the service provider will respond within 24 hours of receiving a complaint.
- Performance: The SLA may outline certain performance metrics that the service provider must meet. These metrics could include minimum bandwidth speeds, latency requirements, and other factors that affect the performance of your FTTH connection.
- Maintenance and Repair: The SLA may specify the service provider's responsibilities regarding maintenance and repair. It should detail how quickly they will address any technical problems or faults with your FTTH service.
- Compensation: In some cases, an SLA may include provisions for compensation or penalties if the service provider fails to meet the agreed-upon service levels. This could involve discounts or refunds on your service fees for any prolonged outages or service disruptions.
It's important to review and understand the SLA when signing up for an FTTH service because it outlines the commitments and expectations of both you and the service provider. If you have any questions or concerns about the SLA, you should reach out to your ISP's customer support for clarification.
Remember that an SLA is a legally binding agreement, and it helps ensure that you receive the quality of service you expect from your FTTH connection.
Please do not hesitate to let us know should you require any further clarity on the matter
Kind Regards
Customer care
Please do not hesitate to let us know should you require any further clarity on the matter
Kind Regards
Customer care
BM
Boitumelo M's updateReviewer Update
23 Jun 2023, 18:30You seem to be more concerned about your SLA than customer retention. I have left stress for life and it's been the best decision ever.
BM
Boitumelo M's update23 Jun 2023, 18:30
Reviewer Update
You seem to be more concerned about your SLA than customer retention. I have left stress for life and it's been the best decision ever.