M
Muller
1 reviews | Active since Nov 2023
09 Nov 2024, 14:39
No technicians on weekends
No wi-fi connectivity since morning, was advised by your call centre agent that we will only get assisted on Monday because "the technicians" don't wok on weekends. You know when it comes to connection stability, S4L is unreliable. Still puzzles us why you haven't come up with a standby policy for your technicians to service the customers on weekends when the needed arises
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Surf4Life's replyOfficial
02 Dec 2024, 12:26Hi Muller,
Thank you for reaching out to us. We truly value all our clients and take your concerns seriously.
As part of our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days, and fiber-related tickets within 3 business days. Please note that these resolution times are based on the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines, there may be occasional delays due to unforeseen circumstances beyond our control.
We are aware of your request for weekend support, and while we strive to provide the best possible service, please understand that work during weekends is typically considered in mitigation of ongoing issues & your suggestion has been escalated to management.
Additionally, it’s important to note that fiber service is a best-effort service, meaning no service provider can guarantee 100% uptime. We are continuously working to improve service reliability, but certain external factors may occasionally affect performance.
We appreciate your understanding and patience, and we remain committed to resolving any ongoing issues as quickly as possible.
Thank you for reaching out to us. We truly value all our clients and take your concerns seriously.
As part of our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days, and fiber-related tickets within 3 business days. Please note that these resolution times are based on the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines, there may be occasional delays due to unforeseen circumstances beyond our control.
We are aware of your request for weekend support, and while we strive to provide the best possible service, please understand that work during weekends is typically considered in mitigation of ongoing issues & your suggestion has been escalated to management.
Additionally, it’s important to note that fiber service is a best-effort service, meaning no service provider can guarantee 100% uptime. We are continuously working to improve service reliability, but certain external factors may occasionally affect performance.
We appreciate your understanding and patience, and we remain committed to resolving any ongoing issues as quickly as possible.
Best regards,
Surf4Life's reply02 Dec 2024, 12:26
Official
Hi Muller,
Thank you for reaching out to us. We truly value all our clients and take your concerns seriously.
As part of our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days, and fiber-related tickets within 3 business days. Please note that these resolution times are based on the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines, there may be occasional delays due to unforeseen circumstances beyond our control.
We are aware of your request for weekend support, and while we strive to provide the best possible service, please understand that work during weekends is typically considered in mitigation of ongoing issues & your suggestion has been escalated to management.
Additionally, it’s important to note that fiber service is a best-effort service, meaning no service provider can guarantee 100% uptime. We are continuously working to improve service reliability, but certain external factors may occasionally affect performance.
We appreciate your understanding and patience, and we remain committed to resolving any ongoing issues as quickly as possible.
Thank you for reaching out to us. We truly value all our clients and take your concerns seriously.
As part of our Service Level Agreement (SLA), we guarantee the resolution of technical tickets within 2 business days, and fiber-related tickets within 3 business days. Please note that these resolution times are based on the nature and complexity of the issue, as well as the availability of resources. While we make every effort to meet these timelines, there may be occasional delays due to unforeseen circumstances beyond our control.
We are aware of your request for weekend support, and while we strive to provide the best possible service, please understand that work during weekends is typically considered in mitigation of ongoing issues & your suggestion has been escalated to management.
Additionally, it’s important to note that fiber service is a best-effort service, meaning no service provider can guarantee 100% uptime. We are continuously working to improve service reliability, but certain external factors may occasionally affect performance.
We appreciate your understanding and patience, and we remain committed to resolving any ongoing issues as quickly as possible.
Best regards,