Ygnition
Service Level Guarantee
Ygnition provides its subscribers
a service guarantee of the best broadband service available
anywhere in the country. Support starts with a broad marketing
plan that provides excellent notification of Customer Support
Services available. A well-trained Toll-Free (1-866-876-3278)
Call Center supports our subscriber base, and a talented
well-trained Field Team provides responsive on-the-ground
service. There is no charge to subscribers for this support.
Subscribers may request non-Ygnition service related assistance
for a modest fee, which is currently $75.00 per hour, billed
in 1⁄4 hour segments with one-hour minimum charge
per visit. Subscribers are notified and given the option
to proceed if the service is related to non-Ygnition systems.
Subscriber installation and activation will be completed
within 5 business days of request for service unless requested
for a later date. We strive for next day or within 3 days,
however we will guarantee 5 business days.
Our
Call Center hours are Monday - Friday 6:00AM to 9:00PM, Saturday 7:00AM to 6:00PM, and Sunday 7:00AM-4:00PM PST. The call center is staffed with
experienced, well-trained technicians to optimize customer
experience and service levels and minimize hold times.
When a single customer is without service and the call center
could not troubleshoot the problem, service will be restored
within 48 hours unless the problem happens to be related
to the wiring within the walls (cabling infrastructure).
If this occurs, you will be referred to the property management
staff. "Service Down" related calls in many cases
are solved immediately at the call center during the call
for assistance.
When a Call Center Customer Support Representative (CSR)
receives a call from a customer for assistance, he immediately
creates a work order to record the problem and the steps
taken to solve it. If the problem cannot be solved on the
call, the CSR will dispatch the work order to the appropriate
Field Technician. If the Field Technician cannot solve the
problem he will involve the Network Supervisor or SVP Network
Engineer for assistance. This always works unless it is
a cabling problem at the property, whereupon the property
is called on to correct the problem.
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