BL
Bee Le-Roux
1 reviews | Active since Feb 2024
09 Jun 2025, 10:08
The service at surf4...
The service at surf4life is bad Their product is good As an internet/fibre provider they should have a tech on stand by on weekends My internet has been off since Thursday and i have logged my ticket Friday and im told to wait for 2 to 3 days to get contacted by the tech I have 5 days already without the connection and its not even my fault but im expected to pay the full amount at the end of the month Im really not happy with service💔
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Surf4Life's replyOfficial
09 Jun 2025, 11:52Hi Bee le-Roux
We’d like to take this opportunity to clarify the importance of our Service Level Agreement (SLA) and how it guides the way we manage support and technical requests. Our SLA exists to ensure fairness, consistency, and transparency in how all support tickets are prioritized and resolved. It allows us to maintain operational standards and treat all customers equally, ensuring that no issue is overlooked or unfairly expedited. As your ticket was logged on Friday, the SLA timeframe resumed on the next business day (Monday), in line with standard industry practices. We know this can feel like a long wait when your service is down.That said, we absolutely acknowledge the frustration that arises when downtime overlaps with weekends. While the current industry standard for fibre support resolution is typically 5–7 business days. Surf4Life strives to improve on this by committing to:
In the meantime, we will follow up on your ticket and ensure you're updated on its progress by our service desk.
We’d like to take this opportunity to clarify the importance of our Service Level Agreement (SLA) and how it guides the way we manage support and technical requests. Our SLA exists to ensure fairness, consistency, and transparency in how all support tickets are prioritized and resolved. It allows us to maintain operational standards and treat all customers equally, ensuring that no issue is overlooked or unfairly expedited. As your ticket was logged on Friday, the SLA timeframe resumed on the next business day (Monday), in line with standard industry practices. We know this can feel like a long wait when your service is down.That said, we absolutely acknowledge the frustration that arises when downtime overlaps with weekends. While the current industry standard for fibre support resolution is typically 5–7 business days. Surf4Life strives to improve on this by committing to:
- 2 business days for general technical issues
- 3 business days for fibre infrastructure-related issues
In the meantime, we will follow up on your ticket and ensure you're updated on its progress by our service desk.
Surf4Life's reply09 Jun 2025, 11:52
Official
Hi Bee le-Roux
We’d like to take this opportunity to clarify the importance of our Service Level Agreement (SLA) and how it guides the way we manage support and technical requests. Our SLA exists to ensure fairness, consistency, and transparency in how all support tickets are prioritized and resolved. It allows us to maintain operational standards and treat all customers equally, ensuring that no issue is overlooked or unfairly expedited. As your ticket was logged on Friday, the SLA timeframe resumed on the next business day (Monday), in line with standard industry practices. We know this can feel like a long wait when your service is down.That said, we absolutely acknowledge the frustration that arises when downtime overlaps with weekends. While the current industry standard for fibre support resolution is typically 5–7 business days. Surf4Life strives to improve on this by committing to:
In the meantime, we will follow up on your ticket and ensure you're updated on its progress by our service desk.
We’d like to take this opportunity to clarify the importance of our Service Level Agreement (SLA) and how it guides the way we manage support and technical requests. Our SLA exists to ensure fairness, consistency, and transparency in how all support tickets are prioritized and resolved. It allows us to maintain operational standards and treat all customers equally, ensuring that no issue is overlooked or unfairly expedited. As your ticket was logged on Friday, the SLA timeframe resumed on the next business day (Monday), in line with standard industry practices. We know this can feel like a long wait when your service is down.That said, we absolutely acknowledge the frustration that arises when downtime overlaps with weekends. While the current industry standard for fibre support resolution is typically 5–7 business days. Surf4Life strives to improve on this by committing to:
- 2 business days for general technical issues
- 3 business days for fibre infrastructure-related issues
In the meantime, we will follow up on your ticket and ensure you're updated on its progress by our service desk.