Who gives the best after hours fault service?

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Wadec

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#161953 25-Jan-2015 05:34

Hi there, we run a call centre which needs high availability (as much as you can get anyway) but I was wondering who gives the best after hours fault service.

I am with Telstra / VF but it seems they are just a middle man and hamstrung.

I could not get a tech out on Friday night, is this same with all telcos?

Should I just be with Spark to avoid this?

Thanks for your help

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#1221657 25-Jan-2015 07:13

You should be able to get after hours service anytime, if you want to pay a premium for such a service.
When I worked there (TCL) it was called "select support". No idea what they call that team now.

johnr

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#1221690 25-Jan-2015 08:37

Are you paying for a managed service? All the telcos are just the middle man really as they are retail service provider

Wadec

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#1221691 25-Jan-2015 08:40

I would have to check, I just assumed do due to size of account but maybe that's where I need to start tomorrow

sbiddle

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#1221694 25-Jan-2015 08:45

If you run a business you should be with an ISP and on a product that offers business grade services. As part of this you'd expect a 24hr service and/or an SLA.

One would assume you're just on DSL right now, so you're not going to get a tech out on a Friday night regardless of the ISP you're with. DSL is a best effort residential grade product with no SLA. If you are on DSL you've clearly got the wrong product for your needs and need to look at premium products such as HSNS that can offer an SLA.

If uptime and service are important you need to realise you'll pay for that, expecting to pay residential pricing and a business grade faults service are mutually exclusive offerings.

johnr

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#1221696 25-Jan-2015 08:46

One should never assume, If you have a managed service you would know as you have a different number to call

managed service is not a free service

Wadec

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#1221697 25-Jan-2015 08:47

Hi Sbiddle, this isn't in regards to the Internet, for analogue phone lines

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johnr

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#1221699 25-Jan-2015 08:48

What is it for?

johnr

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#1221702 25-Jan-2015 08:53

You mean POTS lines or Integrated talkzone which uses a primary rate interface?

Wadec

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#1221704 25-Jan-2015 08:57

Yes it is for POTS line, thanks

quickymart

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#1221716 25-Jan-2015 09:38

You need to find out if you're on a standard business connection or a managed one. I suspect standard if you weren't able to get someone out on a Friday night.

johnr

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#1221723 25-Jan-2015 09:48

How many POTS lines?

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Wadec

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#1221725 25-Jan-2015 09:52

We probably have about 30 POTS

michaelmurfy

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#1221770 25-Jan-2015 11:08

Wadec: We probably have about 30 POTS

Could save some money and go for VoIP with a new phone system...

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Wadec

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#1221774 25-Jan-2015 11:22

Need the pots for alarm systems

RunningMan

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#1221792 25-Jan-2015 11:58

Wadec: Need the pots for alarm systems

You could keep a single POTS line for this, or do it the modern way with an IP alarm interface. If you go the IP way, make sure you have local battery backup and/or 3G failover to maintain monitoring in a power cut (unintentional or deliberate).

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