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SUPPORT – MTTR – MTTS
Fasilitas Support :
| DESCRIPTION | ECOSPEED | BROADBAND | DEDICATED | PREMIUM |
| Technical Support | 08.00 – 17.00 | 08.00 – 17.00 | 08.00 – 21.00 | 24 Hours |
| Support Center | 24 x 7 | 24 x 7 | 24 x 7 | 24 x 7 |
| L.A.N Troubleshooting | Charge | Charge | Free | Free |
| Troubleshooting Priority | Schedule by Technic | Schedule by Technic | Prioritas ke 1 | Prioritas ke 1 |
| MRTG | Yes | Yes | Yes | Yes |
| Maintenance / Visiting | Schedule by Technic | Schedule by Technic | Schedule by Technic | Schedule by Client |
| Monthly Report | – | – | By Request | Yes |
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Eskalasi Penanganan Gangguan
[/et_pb_text][et_pb_tabs admin_label=”Tabs” use_border_color=”off” border_color=”#ffffff” border_style=”solid”] [et_pb_tab title=”MTTR (Mean Time To Respon)” tab_font_select=”default” tab_font=”||||” tab_line_height=”2em” tab_line_height_tablet=”2em” tab_line_height_phone=”2em” body_font_select=”default” body_font=”||||” body_line_height=”2em” body_line_height_tablet=”2em” body_line_height_phone=”2em”]
- PREMIUM INTERNET ACCESS Max 5 Menit
- MAINSTREAM INTERNET ACCESS Max 10 Menit
- ECOSPEED INTERNET ACCESS Max 15 Menit
[/et_pb_tab][et_pb_tab title=”MTTS (Mean Time To Solve)” tab_font_select=”default” tab_font=”||||” tab_line_height=”2em” tab_line_height_tablet=”2em” tab_line_height_phone=”2em” body_font_select=”default” body_font=”||||” body_line_height=”2em” body_line_height_tablet=”2em” body_line_height_phone=”2em”]
PREMIUM INTERNET ACCESS
- 2 Jam penanganan dibawah pengawasan Teknisi
- 1 Jam penanganan dibawah pengawasan AE (Account Executive)
- 3 Jam penanganan dibawah pengawasan OM (Operational Manager)
- 24 Jam penanganan dibawah pengawasan GM (General Manager)
[/et_pb_tab][et_pb_tab title=”MAINSTREAM INTERNET ACCESS” tab_font_select=”default” tab_font=”||||” tab_line_height=”2em” tab_line_height_tablet=”2em” tab_line_height_phone=”2em” body_font_select=”default” body_font=”||||” body_line_height=”2em” body_line_height_tablet=”2em” body_line_height_phone=”2em”]
DEDICATED
- 2 Jam penanganan dibawah pengawasan Teknisi
- 2 Jam penanganan dibawah pengawasan AE (Account Executive)
- 24 Jam penanganan dibawah pengawasan OM (Operational Manager)
- 3 Hari penanganan dibawah pengawasan GM (General Manager)
BROADBAND
- 3 Jam penanganan dibawah pengawasan Teknisi
- 3 Jam penanganan dibawah pengawasan AE (Account Executive)
- 24 Jam penanganan dibawah pengawasan OM (Operational Manager)
ECOSPEED INTERNET ACCESS
- 4 jam penanganan di bawah pengawasan Teknisi
- 12 jam penanganan di bawah pengawasan AE (Account Executive)
- 24 jam penanganan di bawah pengawasan OM (Operational Manager)
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