ZS
Zee S
1 reviews | Active since Dec 2019
20 Dec 2022, 10:57
Surf4life lack of feedback on faults and escalations!!!
We logged a fault *** yesterday and were told its linked to fibre break, still no update and we have been on hold for a while without going through, we work from home and are affected by this.
We are only told about a turn around time of 3 days, that is not acceptable, please restore our connection.
I spoke to Tshiviwa, he tried to help with no success, the only person that tried to make effort since i've been calling in to escalate the fault.
i'm told the techs are dealing with old escalated faults from last week before they can attend to my fault.
Their Manager Dries was also not helpful telling me about 'first come first serve.'
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Surf4Life's replyOfficial
23 Feb 2023, 11:47Good day Zee
Thank you for reaching out to us
Although we do understand the frustration that comes with waiting for a fibre fault to be resolved, please note that our SLA's are less than half of what the industry standard is for fibre faults. The current industry standard is 5-7 working days, Surf4Life aims on having all fibre faults resolved within 3 business days. I do see that your fibre fault was resolved within those 3 days, thus not breaching our SLA.
The clock on a ticket starts the moment it is logged, and it is true, all tickets are attended to from the moment they were logged. We can only escalate a ticket once SLA has been breached, as to ensure that all customer issues are resolved within this time, and in a fair process.
We thank you for your understanding, and should you require any further clarity, please do not hesitate to reach out to us on ***
Kind Regards
S4L
Thank you for reaching out to us
Although we do understand the frustration that comes with waiting for a fibre fault to be resolved, please note that our SLA's are less than half of what the industry standard is for fibre faults. The current industry standard is 5-7 working days, Surf4Life aims on having all fibre faults resolved within 3 business days. I do see that your fibre fault was resolved within those 3 days, thus not breaching our SLA.
The clock on a ticket starts the moment it is logged, and it is true, all tickets are attended to from the moment they were logged. We can only escalate a ticket once SLA has been breached, as to ensure that all customer issues are resolved within this time, and in a fair process.
We thank you for your understanding, and should you require any further clarity, please do not hesitate to reach out to us on ***
Kind Regards
S4L
Surf4Life's reply23 Feb 2023, 11:47
Official
Good day Zee
Thank you for reaching out to us
Although we do understand the frustration that comes with waiting for a fibre fault to be resolved, please note that our SLA's are less than half of what the industry standard is for fibre faults. The current industry standard is 5-7 working days, Surf4Life aims on having all fibre faults resolved within 3 business days. I do see that your fibre fault was resolved within those 3 days, thus not breaching our SLA.
The clock on a ticket starts the moment it is logged, and it is true, all tickets are attended to from the moment they were logged. We can only escalate a ticket once SLA has been breached, as to ensure that all customer issues are resolved within this time, and in a fair process.
We thank you for your understanding, and should you require any further clarity, please do not hesitate to reach out to us on ***
Kind Regards
S4L
Thank you for reaching out to us
Although we do understand the frustration that comes with waiting for a fibre fault to be resolved, please note that our SLA's are less than half of what the industry standard is for fibre faults. The current industry standard is 5-7 working days, Surf4Life aims on having all fibre faults resolved within 3 business days. I do see that your fibre fault was resolved within those 3 days, thus not breaching our SLA.
The clock on a ticket starts the moment it is logged, and it is true, all tickets are attended to from the moment they were logged. We can only escalate a ticket once SLA has been breached, as to ensure that all customer issues are resolved within this time, and in a fair process.
We thank you for your understanding, and should you require any further clarity, please do not hesitate to reach out to us on ***
Kind Regards
S4L