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1170 posts

Uber Geek


#152373 24-Sep-2014 17:16
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We've made a few small additions to our site.

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.)

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'That VDSL Cat'
12534 posts

Uber Geek


  #1136755 24-Sep-2014 17:20
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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.


2078 posts

Uber Geek

  #1136758 24-Sep-2014 17:25
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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. :)



1170 posts

Uber Geek


  #1136760 24-Sep-2014 17:27
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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.

4025 posts

Uber Geek


  #1136894 24-Sep-2014 20:22
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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.

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