As part of our customer service commitment, we recognise how critical it is for our customers to maintain service to their customers. With such a vast network infrastructure, sometimes problems will occur. But when they do, we have the dedicated people and standardised processes to resolve such problems. Our General Manager, Wholesale Delivery and Operations, Luc Hermans, tells us more about Telstra’s service level agreements and how they help ensure high-quality service delivery to our customers.
Telstra Wholesale offers its customers service assurance for its domestic and international services, underpinned by a variety of Service Level Agreements (SLAs) in the domestic network, to support them in delivering services to their customers.
As Luc Hermans explains, these agreements are tailored to suit the response and restoration time a customer needs for a service to be restored.
“The use of SLAs allows our customers to choose the restoration timeframes that suit their business needs,” explains Luc.
“For example, for mission-critical applications, our customers may take up a four-hour SLA whereas for residential applications, a next business day restoration timeframe may be sufficient. We take the time to work with our customers to determine what will suit them best.”
Meeting our commitments
At Telstra Wholesale, we are committed to delivering the level of service our customers specify in their SLAs.
“In the majority of cases, we are able to resolve service issues in line with our SLA commitment,” explains Luc.
“For example, over the period January 2008 to October 2009, our service restoration performance for ADSL improved by 24 per cent, by 41 per cent for ULL, by 38 per cent for spectrum sharing services and 9 per cent for Wholesale Transmission.”
“Our customers who use our assurance application, LOLS, can log their faults online – 24 hours a day, every day - and access regular online updates to see how their fault restoration is progressing.
“We also take the time to review our fault response and restoration performance so that we can continually improve our service delivery.”
Strong team with a customer focus
Telstra has an extensive workforce of skilled and experienced technicians with service support that covers the whole of Australia.
“This expertise means that when a fault occurs, we have the resources to respond,” says Luc.
“Telstra always aims to restore faults within SLAs, but if this isn’t possible, our dedicated Telstra Wholesale team of 12 people can assist our customers by acting as their advocates in managing resolution of their faults.
“Our team has an in-depth understanding of the Telstra Wholesale product range and is able to make effective assessments of different faults and ensure the best people in the business deal with the issue so we can maintain high-quality service to our customers.”
More information
Please visit our website at: http://telstrawholesale.com/operationalsupport/faults/index.htm
