A licence is not a product. Support is.
Everything we sell is installed, configured and supported locally. Agents take tier one instantly; engineers who have actually built networks take the rest.
Tier one, answered instantly
Dues, renewals, password resets, disconnection questions and speed complaints on a clean line — resolved in the conversation, at any hour.
Escalation, with context
Confirmed hardware faults, fibre cuts and anything touching money it cannot verify go to a human — with the account, the session and the optical readings attached.
A route to a person, in every conversation
We never trap a subscriber in a bot loop. Asking for a human gets a human, and that is measured.
What we commit to, by severity.
Four steps, and the last one is us chasing the vendor.
Answers on WhatsApp or in-panel, checks the account, the session and the optical levels before replying.
Takes anything the agent cannot verify, with full context attached. Networking-trained, not script-trained.
Paged for P1 at any hour. Owns the incident until service is restored.
If the fix belongs inside a third-party product, we file and chase it as your agent. You never queue alone.