Service Management
The features of all our service are as follows:
- 24×7 customer support service center including public holidays
- Dedicated field support services team for site intervention and fault resolution
- Dedicated IP team
- Regional offices at Port-Harcourt &Abuja
- 4hrs maximum site intervention
- 99% link availability
- Proactive networking monitoring
- Collaborative approach to network challenges
Our Understanding of Quality Of Service
- We understand that your products and services are IT driven and your network infrastructure play a key role in this
- We understand that your services are as good as the weakest link in your service delivery chain
- We understand that every down time translates to loss of revenue
Our Service Management Plan
In order to ensure maximum uptime as per agreed SLA, ICSL will provide the following services:
- Perform reactive troubleshooting and fault resolution in conjunction with service providers for the satellite links.
- Set up customer in Remedy database for ticketing and tracking purposes
- Service Manual for escalation and other service procedures.
- Maintain current configuration of system on record at ICSL.
- Repair of Hardware recharged to customer at cost
Customer Support Management
The help desk in the Service Management Centre (SMC) is equipped to manage large enterprise networks and provide customers with a single point of contact for all problems tracking, provisioning and service dispatch inquiries.
Help Desk Contact Phone numbers
- +234-1-2713527
- +234-1-2713528
- +234-1-2713529
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