Pacnet values its customers and their loyalty very highly. This charter is a promise to you, our customer.
As a Pacnet customer, use this charter to understand what you can expect to happen when you deal with us. The charter covers all areas of our customer service, from sales through to connecting your service; from technical support through to enquiries about your invoice.
This charter is your guarantee of high quality service.
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Network and Support Services
Network and support services will be available 24 hours a day, 7 days a week
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Customer Service and Technical Support Responsiveness
Pacnet's contact centre will respond to all customer queries efficiently, in accordance with world-class service standards
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Quality of Service
The highest levels of quality will be maintained for all interactions with our customers
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Billing
Pacnet will maintain systems to deliver timely and accurately invoices to customers
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Establishing New Services
When a customer signs up for a new Pacnet service, we will ensure that the set-up for new services are achieved in accordance with stated time frames and that our customer understands what is happening at each stage
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Communicating Important Information To Our Customers
Pacnet will ensure that our customers are advised in a timely way, of all relevant information regarding their service and account
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Developing Products To Meet Customer Needs
Customer feedback will be used to ensure Pacnet's services and products meet the changing needs of the market, and are competitively priced
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Service Level Guarantees
Some Pacnet products come with a Service Level Guarantee (SLG), which provides guaranteed protection for the service provided. In all instances, Pacnet will honour SLG agreements
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International Standards and Benchmarking
To ensure our customer service is indeed world class, Pacnet will benchmark elements of our service to international standards
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Handling Feedback
Customers will have a quick and easy avenue to provide Pacnet with feedback on our service. They will have the assurance that all information will be acted upon, and that a response will be provided to them.
