We take customer
service and support very seriously. The customer is king. This becomes all the
more important considering that our interconnect partners have entrusted their
mission critical business to us.
Our
infrastructure and interconnects are pro-actively managed and monitored under
the watchful eye of our team of highly professional, dedicated and
customer-centric engineers that staff our 24x7x365 Global Network Operation
Center (NOC). Our ever-ready and vigilant team of engineers are continuously
monitoring and tracking the Quality of Service on our network, by analyzing
various technical parameters (e.g. ACD, ASR, PDD).
We provide SLA
driven 24x7x365 customer service and support to all our interconnect partners
i.e. a Service Level Agreement is agreed with each interconnect partner,
quantifying resolution times and key performance indicators for fixes, as well
as an escalation matrix (all the way up to the CEO), in the eventuality of any
degradation in service quality. Interconnect partners are able to interface
with our NMC over the phone, via email or over instant messenger, with all complaints
being managed and tracked through an online trouble ticketing system.
Help Desk
FDI Telecom enables its valuable customers to register and track their support requests thhrough state of the art ticketing system. Each support request is assigned a unique ticket number. Please click Here to open/view your trouble tickets.
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