Priority Customer Service Call Routing
As a Business Broadband Premium customer, your call will receive first priority in the support queue. We are committed to answering 80% of your calls within 90 seconds or we'll credit your account.*
All of our calls are answered within New Zealand by a team who understands how to support local business. Our focus is on getting the problem resolved quickly and efficiently.
Issue Account Managed [Business Premium Only]
When you call through to the Help Desk, you will be assigned an account manager who will manage your issue right through to resolution, regardless of how long it takes.
This means you have a single point of contact and someone who will take ownership and responsibility from our end.
SLA Agreement
We back our service response times with a robust SLA.
If we fail to meet our target of answering 80% of your calls within 90 seconds, you can apply to have your account credited:
- Business Plus Plan - NZ$ 20 Account credit
- Business Premium Plan - NZ$ 100 Account credit
*Up to three claims per customer within a twelve-month period.
Monthly Performance Report
Each month we will provide you with a personalised monthly report on the level of service we have delivered to you.
This includes:
· Total number of calls you placed with our Help Desk
· Total length of call time
· Total time to resolve issue(s)
· Service Level achieved e.g. 100%
Higher Data Cap
Business Plus Plan - receive 5GB additional data
Business Premium Plan - receive 10GB additional data
We provide you with additional data usage that translates into a real cash saving on excess user charges. This is a potential saving of $25 per month on our Business Plus Plan and $50 per month on our Business Premium Plan.
Free Static IP Address
We provide you with a free Static IP Address that delivers the following benefits:
Remote Access: With a static IP you can remotely access your computer from anywhere in the world - important for VPNs. You can also run a Web, Mail or File server from a fixed location on the Internet.
DNS Hosting
Business Plus Plan - receive free DNS hosting for 1 domain.
Business Premium Plan - receive free DNS hosting for 5 domains.
We hold all of your Domain Name records on your behalf.
Multiple Upstream Bandwidth Paths
We source bandwidth from multiple providers rather than being reliant on a single network. That means that if one provider has an outage, we maintain adequate bandwidth via our other suppliers to keep you connected.
Business Plus Plan - 2x load-balanced International bandwidth links for diversity
Business Premium Plan - 2x load-balanced International bandwidth links for maximum diversity
Dial-up Account for Backup Use
Most computers have dial up modems. This service means that dialup is available as back-up connectivity when required. This may be necessary when your router fails or following a move to a new office where broadband is not yet active.
It is not intended that the dial-up account will be in use all the time, but it can be set up quickly by the help team when required. If a dial-up connectivity is likely to be frequent, an appropriate dial-up plan must be purchased.
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