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HOW IT WORKS
With the standard support that comes with most internet service packages you would have to call in or submit a ticket to the companies support department should you have an issue. Well not anymore! For an extra R50 per month we will add automated ticket logging and email/sms notifications to your account. Our system will monitor your fibre CPE/ONT in your home and if it detects that it has been down for 3600 seconds (60Mins) it will immediately send you an SMS and an email to let you know that your line is down. The system will also automatically submit a support ticket to our technicians so you don't have to! The technicians then go ahead and diagnose and repair your issue. By the time you get home from work your issue will have already been resolved! Premium Support for premium clients!
SMS AND EMAIL NOTIFICATIONS
We want to make sure that you know what is going on with your service. If you have Automated ticket logging enabled on your account you will receive an SMS and an email from our system notifying of the problem that it has detected. Don't worry though, you do not need to action anything, our technicians should already be attending to your issue! The SMS and email notification is just to let you know that there is a problem and that we are already working on it.
AUTOMATED TICKET LOGGING
The minute our system send you the SMS and Email notification stating that you are down, our system will log a support ticket to the correct support department within Web Connection. The ticket details a lot of the information from the error found on your fibre box. This gives our technicians all they need to fix your issue or identify if there is an issue on the fibre network operator's side. If it is the case that it is on the fibre network operator's side, we will log a ticket with them on your behalf so you do not have to. By the time you come home from work our technicians and the fibre network operator's technicians will have got to the bottom of your issue and repaired it. Come home to healthy fibre!