Customer Support Procedures
Internet Ireland provides 24/7 cover and monitoring across our networks. Under SLA we support various services which would be customer configured to suit client needs. The level of support can also be tailored to complement staffing levels within the customer company. Support is maintained under agreed escalation procedures and employes the latest automated alert systems including e-mail, SMS and voice.
Our regular Business Hours are 9am to 5.30pm during which time our sales and tecnical team are on hand to see to your requirements. If all our staff are busy, a voicemail can be left and tracked through our automated ticketing system. We presently maintain an almost perfect 100% overall satisfaction rating. (Source: Survey Monkey - September 2008)
Email to customer support are ticketed and tracked through to resolution. We will do all in our power to exceed your expectations. Outside of specific tailored SLA's, our primary contact method for out-of-hours support is via e-mail.
Escalation procedures appropriate to the customer's SLA will be made available. (Direct-lines for out-of-hours calls, and next-step escalation for problems.)
