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roycevh R
1 reviews | Active since Jun 2016
16 Jan 2025, 13:36
Useless internet provider
When the internet works, it works, but when it goes down, it’s such a mission to get it restored. They have a 24-48 TAT which is doesn’t make sense when we’re paying customers and have deadlines of our own to meet. Why not have a Technician at each of the estates this company supports, this way, resolution time is improved because THERE IS BOUND TO BE ISSUES WITH THIS INTERNET SOLUTION.
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Surf4Life's replyOfficial
20 Jan 2025, 14:37Hi
Thank you for your feedback. We fully understand how crucial reliable internet service is, especially when you’re working to meet deadlines. We do appreciate your suggestion of having a technician at each estate, and we are continuously evaluating ways to improve our service and response times. However, please note that our current approach is to maintain a team of skilled technicians available as needed, in line with industry standards. This helps us manage resources efficiently across all sites. As part of 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 to ensure we address issues in a systematic and effective manner, considering the nature and complexity of each case. While we strive to meet these timelines, there may be occasional delays due to circumstances beyond our control, such as resource availability or unforeseen technical challenges.
Thank you for your feedback. We fully understand how crucial reliable internet service is, especially when you’re working to meet deadlines. We do appreciate your suggestion of having a technician at each estate, and we are continuously evaluating ways to improve our service and response times. However, please note that our current approach is to maintain a team of skilled technicians available as needed, in line with industry standards. This helps us manage resources efficiently across all sites. As part of 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 to ensure we address issues in a systematic and effective manner, considering the nature and complexity of each case. While we strive to meet these timelines, there may be occasional delays due to circumstances beyond our control, such as resource availability or unforeseen technical challenges.
We understand that these delays can be disruptive, and we are committed to improving our service to minimize such issues in the future. Please rest assured that we are working hard to meet your expectations and resolve any ongoing issues as quickly as possible.
If you experience further disruptions, please don’t hesitate to contact us, and we will prioritize your case to ensure it is resolved promptly.
Surf4Life's reply20 Jan 2025, 14:37
Official
Hi
Thank you for your feedback. We fully understand how crucial reliable internet service is, especially when you’re working to meet deadlines. We do appreciate your suggestion of having a technician at each estate, and we are continuously evaluating ways to improve our service and response times. However, please note that our current approach is to maintain a team of skilled technicians available as needed, in line with industry standards. This helps us manage resources efficiently across all sites. As part of 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 to ensure we address issues in a systematic and effective manner, considering the nature and complexity of each case. While we strive to meet these timelines, there may be occasional delays due to circumstances beyond our control, such as resource availability or unforeseen technical challenges.
Thank you for your feedback. We fully understand how crucial reliable internet service is, especially when you’re working to meet deadlines. We do appreciate your suggestion of having a technician at each estate, and we are continuously evaluating ways to improve our service and response times. However, please note that our current approach is to maintain a team of skilled technicians available as needed, in line with industry standards. This helps us manage resources efficiently across all sites. As part of 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 to ensure we address issues in a systematic and effective manner, considering the nature and complexity of each case. While we strive to meet these timelines, there may be occasional delays due to circumstances beyond our control, such as resource availability or unforeseen technical challenges.
We understand that these delays can be disruptive, and we are committed to improving our service to minimize such issues in the future. Please rest assured that we are working hard to meet your expectations and resolve any ongoing issues as quickly as possible.
If you experience further disruptions, please don’t hesitate to contact us, and we will prioritize your case to ensure it is resolved promptly.