PN
Patricia N
1 reviews | Active since Oct 2014
12 Nov 2024, 19:27
Dissatisfied Customer
I logged a call to get assistance regarding network outage. Due to exams, I explained I need my query treated as an emergency. However I was told about 3 days SLA. If the S4L offices can experience network outage, they will do anything as a business unit to be back online, and should treat exam period as such.
I pay my premium monthly ontime via debit order, hence I expect quality treatment.
I'm not happy and will be discontinuing my services with them due to constant network outage.
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Surf4Life's replyOfficial
02 Dec 2024, 13:23Hi Patricia
We understand how important it is to have a reliable connection, particularly during such a critical time, and we deeply regret that our service did not meet your expectations.
As per our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in place based on the complexity of the issue and the availability of resources. While we strive to meet these timelines, we understand that this doesn't always reflect the urgency needed during times like exam periods, and we should have handled this matter with more sensitivity to your specific needs, However please note our technicians work based on appointments and we value all our clients.
We absolutely recognize your frustration, especially as a premium-paying customer
We understand how important it is to have a reliable connection, particularly during such a critical time, and we deeply regret that our service did not meet your expectations.
As per our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in place based on the complexity of the issue and the availability of resources. While we strive to meet these timelines, we understand that this doesn't always reflect the urgency needed during times like exam periods, and we should have handled this matter with more sensitivity to your specific needs, However please note our technicians work based on appointments and we value all our clients.
We absolutely recognize your frustration, especially as a premium-paying customer
Surf4Life's reply02 Dec 2024, 13:23
Official
Hi Patricia
We understand how important it is to have a reliable connection, particularly during such a critical time, and we deeply regret that our service did not meet your expectations.
As per our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in place based on the complexity of the issue and the availability of resources. While we strive to meet these timelines, we understand that this doesn't always reflect the urgency needed during times like exam periods, and we should have handled this matter with more sensitivity to your specific needs, However please note our technicians work based on appointments and we value all our clients.
We absolutely recognize your frustration, especially as a premium-paying customer
We understand how important it is to have a reliable connection, particularly during such a critical time, and we deeply regret that our service did not meet your expectations.
As per our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days and fibre-related tickets within 3 business days. These resolution times are in place based on the complexity of the issue and the availability of resources. While we strive to meet these timelines, we understand that this doesn't always reflect the urgency needed during times like exam periods, and we should have handled this matter with more sensitivity to your specific needs, However please note our technicians work based on appointments and we value all our clients.
We absolutely recognize your frustration, especially as a premium-paying customer