TM
Tshifhiwa M
1 reviews | Active since Jan 2020
03 Jan 2023, 09:15
FIBRE DOWN FOR DAYS
My fibre has been off since the 19th of December and no one seems to care in the office, they will say the technician is coming which is not even true. I'm even tired of calling them, those ladies who answer the phone are very ***********, so quick to respond but no action. Can the fibre be fixed ASAP and have our days credited back? we can't pay for something that we didn't even use for more than 10 days
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Surf4Life's replyOfficial
23 Feb 2023, 12:17Good day Tshifhiwa
Thank you for reaching out to us
We do understand the frustration and inconvenience that comes with having no internet connection, and we always want to ensure our customers are connected as soon as possible after a break does happen.
Kindly take note that we do subscribe to a 3 business day SLA, the current industry standard is 5-7 business days. In this case your ticket was logged the morning of the 29th, and resolved on the morning of the 4th, meaning that we missed SLA by 3 hours. Please keep in mind that during new years we also operate on skeleton staff, which is to say that even though we are not at full working capacity, we still stick to our promised turnaround times.
Should you require any further clarification or if you have any further queries, please do not hesitate to contact us on ***
Kind Regards,
S4L
Thank you for reaching out to us
We do understand the frustration and inconvenience that comes with having no internet connection, and we always want to ensure our customers are connected as soon as possible after a break does happen.
Kindly take note that we do subscribe to a 3 business day SLA, the current industry standard is 5-7 business days. In this case your ticket was logged the morning of the 29th, and resolved on the morning of the 4th, meaning that we missed SLA by 3 hours. Please keep in mind that during new years we also operate on skeleton staff, which is to say that even though we are not at full working capacity, we still stick to our promised turnaround times.
Should you require any further clarification or if you have any further queries, please do not hesitate to contact us on ***
Kind Regards,
S4L
Best regards,
Surf4Life's reply23 Feb 2023, 12:17
Official
Good day Tshifhiwa
Thank you for reaching out to us
We do understand the frustration and inconvenience that comes with having no internet connection, and we always want to ensure our customers are connected as soon as possible after a break does happen.
Kindly take note that we do subscribe to a 3 business day SLA, the current industry standard is 5-7 business days. In this case your ticket was logged the morning of the 29th, and resolved on the morning of the 4th, meaning that we missed SLA by 3 hours. Please keep in mind that during new years we also operate on skeleton staff, which is to say that even though we are not at full working capacity, we still stick to our promised turnaround times.
Should you require any further clarification or if you have any further queries, please do not hesitate to contact us on ***
Kind Regards,
S4L
Thank you for reaching out to us
We do understand the frustration and inconvenience that comes with having no internet connection, and we always want to ensure our customers are connected as soon as possible after a break does happen.
Kindly take note that we do subscribe to a 3 business day SLA, the current industry standard is 5-7 business days. In this case your ticket was logged the morning of the 29th, and resolved on the morning of the 4th, meaning that we missed SLA by 3 hours. Please keep in mind that during new years we also operate on skeleton staff, which is to say that even though we are not at full working capacity, we still stick to our promised turnaround times.
Should you require any further clarification or if you have any further queries, please do not hesitate to contact us on ***
Kind Regards,
S4L
Best regards,