Arrow Voice & Data Problems
6 Jul 2009, 6:54 pmNo Service Provider (SP) in the world can offer a fault free service, it just isn’t logistically possible. The most important thing to you as a customer is to make sure you’re SP will give you the very best service when the unforeseen happens.
You need to ensure you are working with an SP that will offer great customer service; a business grade Service Level Agreement (SLA) & a 24/7 fault logging facility.
Arrow Voice & Data specialise in managing only business accounts and they take care of landline, mobile, inbound 1300/1800, data, hosting and PABX (phone systems). As Arrow only deals with business clients so you will get a much more personalised service from a representative who obviously cares about you and the impact your problem is having on your business.
With Customer service you need to ensure:
1. No Hold time:
a. You will never wait longer than 90 seconds to have your call answered by the Arrow Voice & Data Customer Service Team.
2. Personalised service:
a. You will have one representative who sees your fault or issue through to the end to ensure you get a fast result.
3. A Customer Service Team that cares:
a. Arrow care about your business and understand that any time wasted or fault effecting your communications is of the utmost importance to you as it is costing you money.
With your Service Level Agreement (SLA) you need to ensure:
1. What is an SLA?
a. This is the commitment your SP makes to you the customer in regards to rectification of any issues. A business client should be able to obtain such SLA’s as a 4 hour restoration of a faulty line.
2. Why do I need a Business Grade SLA?
a. To limit the impact of a fault to the general running of your business. If you know the worst case scenario you can make a plan for the odd occasion you do have a fault.
3. Arrow offer all of this and more so calls to find out how Arrow can benefit your business.
With Support you need to ensure:
1. 24/7 Fault Logging Service:
a. Arrow offer all of our clients a 24 hour 7 day a week fault logging facility
2. 4 Hour Restoration Times:
a. Can your business afford to have downtime on any communications for more than 4 hours? If not call Arrow and find out how to fix your problems.
3. Data Support:
a. Does your supplier leave you hanging telling you they can see you are online so it must be an internal issue? Again Arrow has technicians who can visit your site to check on your internal network when this type of fault occurs. If the fault is found to be on the network side you do not even pay for this visit but if you are at fault a small fee will be charged for the technician’s time.
So if your SP is not managing your services well enough or you are not receiving a business grade commitment form them call Arrow Voice & Data as not only will they save you money they will also give your business the service it deserves which can only help your business succeed.
BS
