Fault Escalation
Our fault resolution process is carried out
by two very integral departments. These
departments include Customer Service
Center (CS) and Network Management;
their ultimate goal is to provide the highest
level of customer service and satisfaction.
It is a proverbial must for these two
departments to exceed the customers'
expectations in all it provides. This will
be accomplished with continuous training,
heightened professionalism and superb
technical ability.
The following details the relationship
between the two departments and
what they do to service and satisfy
our customers.
Country-Specific Customer
Service
Center Numbers:
USA
866-286-9888
Malaysia
03-2196-7779
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Reporting
Procedures
Customers should immediately report any service faults to Verssa Customer
Service Centre (CS). Our preferred method of receiving communication is via
telephone. When contacting our customer service, please be prepared to
provide the following information:
• Your name, Company Name, Telephone Number
• Your Account Number
• Date and time of fault occurrence
• Short description of the problem
• Destination number
Upon notification of a service fault, the CS representative will enter all
information into a central integrated computerized fault management system.
The following information will be provided back to the customer:
• The name of the CS representative creating the fault docket
• Verssa fault docket number (please insist for a docket number for
your future reference)
This docket number should be used every time customer service is called.
Resolution Procedures
Upon notification of a service outage or a service deficiency, CS will
advise Network Management via our computerized fault management system. The
service outage or service deficiency may be related to a particular link or
route with a local carrier. In that case, Verssa will co-ordinate with the
testing with the carrier or re-route the traffic to the next best route. CS
will follow the progress of this work, keeping the customer advised of the
fault resolution process and ensuring rapid fault resolution.
Customer Updates
CS is responsible for comprehensive status feedback to customers. Feedback
are given to customers as per the standard procedures or as notified by CS
upon a customers complaint.
Fault Docket Closure
Once the fault has been corrected, customer service will contact the
customer to ensure that they are satisfied and the problem has been
rectified. The Fault docket will only be closed in accordance with the
customer. The customer will always be provided with at least 24 hours to
re-test and confirm the problem is resolved.
Special Investigation Report
If a customer is not satisfied with a particular fault clearance, or for any
reason suspect that the problem is not entirely resolved and requires a more
in-depth investigation, they can request for a Special Investigation Report.
Such request should be addressed in writing to the CS Manager or their local
account manager who will acknowledge it's receipt and co-ordinate the
investigation activities within Verssa.
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