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ITC Customer Care Program ITC support services are provided through multiple departments within ITC operations; this support group is committed to deliver high quality customer service and technical solutions for ITC customers. To ensure quality support provided, ITC support team provides ITC Customers with this Standard Support Procedure (SSP) outlining specific services and responsibilities related to the support of ITC services.
ITC Network Operations Center and technical support staff offer customers individualized support for their business-critical solutions and provide network monitoring 24 hours a day and 365 days a year. Accessibility channels · E-mail Support@itc.net.sa· Call Center Phone: 920000788 for customer care service. · Availability: 24 hours a day, 7 days a week, and 365 days a year.
General Helpdesk Support · These are the hours ITC is able to accept customer call for general enquiries.· ITC helpdesk is ready to answer queries from 8:30 – 18:00 Saturday – Wednesday.
Technical Helpdesk Support · These are the hours ITC is able to accept customer call for technical support enquiries.· ITC helpdesk is ready to respond to technical queries 24x7x365.
Provisioning Helpdesk Support · These are the hours in which ITC is able to accept customer call for provisioning enquiries.· ITC helpdesk is ready to answer queries from 8:30–18:00 Saturday – Wednesday, and from 9:00 – 14:00 Thursday.
Problem Resolution1. ITC Customer support provides services to all ITC existing customer using ITC products and services. Typical support requests occur when a client experiences an unanticipated problem and contact ITC Call Centre asking for assistance. Requests that cannot be resolved directly by Call Centre agent will be routed appropriately within ITC for resolution. In all cases, Call Centre staff will create a ‘Support Request’ or ‘Trouble Ticket’ to record the client’s Inquiry. The request will record the time the request is initiated, a description of the request and the date and time the request is resolved or forwarded for resolution. Requests are fully documented and tracked through to closure with the use of the state of the art tracking and ticketing applications. 2. Requests that require a significant amount of work (mini-projects), changes in network configuration will be escalated to create an entry in the Projects database available with Field Support department. 3. ITC network operation center will notify Customer of any “Out of Service” occurrences. Notification can be provided within (XX) minutes via electronic mail, telephone or FAX for "Out of Service" problems detected by ITC. An "Out of Service" occurrence is defined as one during which normal customer data communications is interrupted. Examples of "Out of Service" problems are network backbone port or network access circuit malfunctions that prevent customer data communications. 4. ITC will update Customer by telephone every (X) hours on the status of each “Out of Service” occurrence. 5. The time span a ticket is open is defined as the time between the opening of the ticket and the resolution of the ticket, less Exclusions and Exceptions as noted herein below. 6. On occasion the support Engineer who has been assigned the support request contacts the customer with a request for more information or with a request to confirm that the problem has been resolved and does not get a response within a (3) three days, the problem will be assumed to be resolved and the support request closed. The customer will be notified when the request has been closed. 7. ITC will escalate "Out of Service" and customer impacting events in accordance with the following after ticket opening to ensure that, if problems are not resolved within established service standards, appropriate resources are notified.
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