As a Business Broadband Premium customer, your call will receive first priority in the 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.
[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.
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 - $20 NZ Account credit
- Business Premium Plan – $100 NZ Account credit
*Up to three claims per customer within a twelve-month period.
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 made into our Help Desk
· Total length of call time
· Total time spent resolving the issue(s)
· Service Level achieved i.e. 100%
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.
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.
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.
We
source bandwidth from multiple providers rather than being reliant on a
single network. That means that if one provider has an outage, we can
source bandwidth from any of our other suppliers so you stay connected. Business Plus Plan - 2x loadbalanced International bandwidth links for diversity
Business Premium Plan – 3x loadbalanced International bandwidth links for maximum diversity
Most
computers have dial up modems. This service means that dialup will be
made available as a back-up when required. Situations where this may be
necessary would include router failure or the move to a new office
where broadband is not yet activated.
It is not intended that
the dial-up account would be activated all the time, but it can be set
up quickly by the help team when required. If there was a requirement
to leave a dial-up account set up, it should be set up on a suitable
plan.
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