Customer Support

For VTLWaveNet, customer and technical support is an important area of the overall service and as such we are fully committed to providing the highest possible level of support and assistance.

Network monitoring and support

• 24x7 (365 days) monitoring and support from VTLWaveNet's Network Operations Centre (NOC) in Egham
• Proactive monitoring ensures you are notified if an event occurs
• Remote access to any site managed from the NOC
• Back-up NOC in London for business continuity with all network management and support systems duplicated

Service Management

• Customers can be appointed with a Service Manager who will be there to proactively follow-up on customer enquiries and issues and also provide regular reviews of service performance
• Technical Support is handled 24x7 (365 days)
• Service availability guarantees backed up by SLA's and penalties
• Any customer/ network event is logged through the trouble ticketing system with updates every 30 minutes