NP
Nimrod P
1 reviews | Active since Aug 2022
31 Oct 2023, 15:52
Complaint with surf4life connection
The network has been down since Friday the 27 October 2023 before 12pm. I have not got a response from service provider except to say all is well and everything should be normal on the email. There is no telephonic communication with me regarding Fibre been down and out. This is the second review regarding surf4life Fibre connection I think it will be better for me to change this service provider can hello peter help out here
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Replies (1)
Surf4Life's replyOfficial
15 Nov 2023, 11:18Good Day,
Thank you for taking my call...Firstly, we understand the frustration caused by the extended network downtime, and we want to assure you that we take this matter seriously.
We have reviewed your case reported and identified the cause of the disruption. In terms of communication, we acknowledge the need for more proactive updates.
As part of our Service Level Agreement (SLA), we guarantee the resolution,
Technical tickets: within 2 business days
Fibre tickets : 3 business days. Please note that these resolution times are in accordance with our SLA and are
subject to the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines,
certain circumstances beyond our control may occasionally cause delays.
Any refund, if granted, is made at the sole discretion of Surf4Life, This is an internal policy.
Regards
Thank you for taking my call...Firstly, we understand the frustration caused by the extended network downtime, and we want to assure you that we take this matter seriously.
We have reviewed your case reported and identified the cause of the disruption. In terms of communication, we acknowledge the need for more proactive updates.
As part of our Service Level Agreement (SLA), we guarantee the resolution,
Technical tickets: within 2 business days
Fibre tickets : 3 business days. Please note that these resolution times are in accordance with our SLA and are
subject to the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines,
certain circumstances beyond our control may occasionally cause delays.
Any refund, if granted, is made at the sole discretion of Surf4Life, This is an internal policy.
Regards
Surf4Life's reply15 Nov 2023, 11:18
Official
Good Day,
Thank you for taking my call...Firstly, we understand the frustration caused by the extended network downtime, and we want to assure you that we take this matter seriously.
We have reviewed your case reported and identified the cause of the disruption. In terms of communication, we acknowledge the need for more proactive updates.
As part of our Service Level Agreement (SLA), we guarantee the resolution,
Technical tickets: within 2 business days
Fibre tickets : 3 business days. Please note that these resolution times are in accordance with our SLA and are
subject to the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines,
certain circumstances beyond our control may occasionally cause delays.
Any refund, if granted, is made at the sole discretion of Surf4Life, This is an internal policy.
Regards
Thank you for taking my call...Firstly, we understand the frustration caused by the extended network downtime, and we want to assure you that we take this matter seriously.
We have reviewed your case reported and identified the cause of the disruption. In terms of communication, we acknowledge the need for more proactive updates.
As part of our Service Level Agreement (SLA), we guarantee the resolution,
Technical tickets: within 2 business days
Fibre tickets : 3 business days. Please note that these resolution times are in accordance with our SLA and are
subject to the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines,
certain circumstances beyond our control may occasionally cause delays.
Any refund, if granted, is made at the sole discretion of Surf4Life, This is an internal policy.
Regards