Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


BigPipeNZ

1170 posts

Uber Geek

Trusted
BigPipe

#152373 24-Sep-2014 17:16
Send private message

We've made a few small additions to our site.
https://www.bigpipe.co.nz/


We now have some basic real time support stats included in both the support page, and the sign-up page.


As at the time of writing, the average response time for a connection problem (i.e. urgent request) is 25 minutes, our SLA is 2 hours.

For non-urgent stuff (like billing enquiries, move house etc) , average is just over 300 minutes. SLA is 24 hours

We're pretty pleased with that.  
For important stuff, 25 minutes is less time than you often spend on hold with many other ISPs, with the added benefit that because it's email instead of a phone call, you can spend the 25 minutes doing what the heck you like, and read our response at your leisure, instead of being kept waiting listening to muzak. 

It also includes the time that you don't spend on hold, but that you do spend with the CSR whilst he/she looks up your account, checks your line etc,  all of which we do before we respond, so it wastes even less of your time.

We'll be adding some more support stats later and we're interested in feedback on what sort of things you'd like to see.
We have lots of other stats, like % of requests responded to within SLA (currently 100%), or % responded to within 60 minutes (currently around 80%) - it's just a case of working out the appropriate stats to show, as we don't want to confuse people with too much stuff, despite the statistician in me wanting to show decile bands and confidence intervals etc


Secondly,  we have a little area where you can register for UFB - that's whether you are interested in the trial, or just interested in the product when it launches soon.  You'll find that just below the main plans on the front page.




So if you're street is getting UFB soon, or you already have UFB with someone else and coming to the end of your contract, or you just aren't sure, give us your details and we'll be in touch.
(Our plans are going to be awesome.)




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


Create new topic
hio77
'That VDSL Cat'
12534 posts

Uber Geek

Trusted
Spark
Subscriber

  #1136755 24-Sep-2014 17:20
Send private message

I love the transparency!

Great to see!




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


graemeh
2078 posts

Uber Geek


  #1136758 24-Sep-2014 17:25
Send private message

Looks great, can I suggest you include the SLA on the page so that people can see you are performing well within your targets.

I'll have to go there now and sign up for UFB notification. :)

 
 
 
 


BigPipeNZ

1170 posts

Uber Geek

Trusted
BigPipe

  #1136760 24-Sep-2014 17:27
Send private message

graemeh: Looks great, can I suggest you include the SLA on the page so that people can see you are performing well within your targets.

I'll have to go there now and sign up for UFB notification. :)


Good idea.

the SLAs are shown below the form at the moment, but it does make sense to have it together.  

Thanks for the feedback.




bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


eXDee
4025 posts

Uber Geek

Trusted

  #1136894 24-Sep-2014 20:22
Send private message

Just put my details in for UFB as i'm keen to see your plans when they come out slash when you come to UFF regions.

Create new topic




News »

HP unveils new innovations for businesses adapting to rapidly evolving workstyles and workforces
Posted 17-Sep-2020 15:36


GoPro launches new HERO9 Black camera
Posted 17-Sep-2020 09:45


Telecommunications industry launches new 5G Facts website
Posted 17-Sep-2020 07:56


New Zealand ranks 3rd in world in GSMA index
Posted 15-Sep-2020 10:13


Trend Micro Security Suite adds web monitoring to prevent identity theft
Posted 14-Sep-2020 15:37


NVIDIA to acquire Arm for US$ 40 billion
Posted 14-Sep-2020 12:27


Epson launches its next gen A3+ colour EcoTank multi-function printer
Posted 10-Sep-2020 16:08


Sony launches three new native 4K SXRD home cinema projectors
Posted 9-Sep-2020 18:00


Catalyst Cloud brings Kubernetes-based open-source web hosting solution to market
Posted 9-Sep-2020 17:54


Verizon Connect eyes further growth in New Zealand
Posted 8-Sep-2020 09:26


PNY launches XLR8 gaming NVIDIA GeForce RTX 30 series powered by the all-new NVIDIA Ampere architecture
Posted 3-Sep-2020 16:39


NVIDIA delivers greatest-ever generational leap with GeForce RTX 30 Series GPUs
Posted 3-Sep-2020 16:17


Weta Digital advances visual effects and animation in the cloud with AWS
Posted 2-Sep-2020 17:09


Kiwrious lab-in-the-pocket kit designed for schoolchildren
Posted 28-Aug-2020 09:03


Fitbit introduces Sense, its most advanced health smartwatch
Posted 26-Aug-2020 10:14



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.