Fault reporting & support service levels

This is a statement of the support standards we set ourselves. We aim to achieve them at all times and usually greatly exceed them.

Category of fault

Example classifications below. These are meant to impart severity and rule out common mis-interpretations.

1 - Urgent
  • All inbound numbers have creased to work and you do not have any overdue invoices
  • Termination to all destinations has ceased and you have adequate credit on your account
  • You cannot ping the Wavetel network or access the portal but can reach other sites such as Google.
2 - High
  • One or more inbound numbers are failing
  • You are receiving a higher than normal level of outbound call failures
3 - Normal
  • Poor quality or single-destination call failures
  • Call failures from certain equipment your side
  • Portal/API inaccessible for you
  • IP address additions/changes
  • Prepayments and accounting enquiries
  • Sales/service enquiries
  • Porting requests

Whilst these examples do not cover all eventualities, they hopefully convey the severity that should be attached to a ticket. Running out of credit at 3am is not a critical issue, for information on making a prepayment out of office hours please see below.  

 

Faults mis-classified will be re-classified where appropriate and abuse of category 1 and 2 will result in all tickets from your organisation being downgraded.

Response time

From the time of reporting to response is as below. We are typically much quicker.

1- Urgent

1 hours

2 hours

2 - High

2 hours

4 hours

3 - Normal

4 hours

Next working day

Reporting faults

This support portal is intentionally off-network and should be used to report all issues using the 'Submit a request' link above. Please provide as much information as possible. You will be invited to assign a priority to the issue and we ask that you adhere to the categories described above.

Once your ticket is submitted, our response will depend on the severity of your issue:

  • Category 1 (Urgent) issues will result in a pager message to available engineers 24x7 and be available in our support system.
  • Category 2 (High) issues will result in a pager message to available engineers outside of office hours and be available in our support system.
  • Category 3 (Normal) issues will be available in our support system and during office hours will be attended to by duty staff and escalated as appropriate.
  • Tickets marked as 'Low' priority will be treated as 'Normal'.
Please note, if your priority is deemed inappropriate it will be re-prioritised entirely at our discretion and dealt with accordingly. Whilst we will always try and help customers, running out of credit at 3am and waking up all engineers by filing a 'urgent' ticket is not acceptable. We have the capability to automatically downgrade reports from certain sources and will use it.

 

You may also report faults by email to support@wave-tel.com but do note that all such tickets will automatically be categorised as Category 3 (Normal). If your issue is more urgent you must report it through this portal. Tickets reported through any other means (notably direct staff e-mails, SMS, or telephone) will be ignored.

 

As soon as your ticket is being looked at we will aim to respond ASAP either with resolution or with an update and estimate of time to resolution where possible. During a major network incident we will instead update the status information on this portal and respond to reports of dependent faults as soon as practicable.

 

When we consider an issue resolved we will send you a mail saying so. Please test and if we do not hear further from you the ticket will be closed.

 

Escalation procedure

Category 1 and 2 issues will automatically notify Directors, Category 1 issues will also notify the Managing Director. If the above response times have been breached you may use this portal (see the 'Check your existing requests' link at the top of this page) to edit your request and increase the priority. Please do not abuse this if your issue is within the times and example priorities above.

Maintenance and upgrades

We aim to minimise the disruption caused by maintenance and to notify customers wherever possible athough this may not always be achievable. Please see the 'Status' section on the home page of this portal for any such notifications. You may also wish to register and then click 'subscribe' within this section to be automatically e-mailed with changes.

Formal SLA

This is a statement of the minimum standards we set ourselves and normally we greatly exceed them. Customers requiring a formal SLA with different standards to the above and/or Service Credits for any breaches should contact us. We will view such requests on their business merit and therefore expect a commitment of business in return for our increased commitment.