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Vision l Milestone
l One Region, One
Network l Service
Commitment
Quality of
Service
CPCNet understands the importance of service quality
in supporting an organization's belief, mission and
delivery of service pledges. As such, CPCNet has a professional
team who is committed to undertaking comprehensive policies
and procedures to ensure high quality of service provisioning
for customers.
In relation to our international networking services,
CPCNet establishes the following standards of services
to its customers:
Customer Hotline Center
The Customer Hotline Centre (Help Desk) takes care
of all support related queries of the customers. The
goal is to provide highly responsive and effective customer
services. For each event, customer will receive response
from a representative of help desk. The response time
of each event will be measured to ensure that we can
meet our service commitment.
CPCNet provides after-sales support by offering:
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Free-of-charge Customer Hotline Centre / Helpdesk
access
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Online customer enquiries through a user-friendly
web-based interface
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24x7 proactive customer network services monitoring
CPCNet customer service representatives are trained
and empowered to act according to the escalation guidelines
and follow through till the reported case is satisfactorily
resolved.
Customers may contact CPCNet support staff via e-mail,
phone or fax.
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E-mail contact:
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help@CPCNet.com
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General Hotlines:
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(852) 2331-8930
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Fax #:
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(852) 2219-0632
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Network Operations Center (NOC)
The Network Operations Center (NOC) is the nerve center
of the operations that manages the provisioning, support
and maintenance of the entire CPCNet network.
Working on 24-hour shift, the NOC engineers are responsible
for the day-to-day management of the NOC and the global
network-related support activities. NOC ensures network
availability and performance and executes the SLP based
on established handling procedures and working instructions.
Service Standard
The pre-set service standard through which quality
customer services can be achieved has been established
and reviewed on regular basis
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For global connectivity, it is dependent on the
geographical location
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Service provisioning lead-time will be communicated
to customers whenever possible before service contract
is signed between CPCNet and customers.
Customer Care and Service Quality
Hotline Service:
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Incoming Calls will be answered in an average of
within 30 seconds on a 24-hour basis
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Customers' voice message to hotline center will
be responded within 2 hours
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Service Change Request acknowledged to customer
within 1 business day after verification of customers'
authorization
Complaint:
Service Support:
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Network or system fault is targeted to be resolved
within 2 working hours for critical conditions
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Service fault is targeted to be resolved within
1 business day for 'out-of-service' of client end
equipment (on-site repair/replacement required)
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