Frequently Asked Questions
Engineers and project managers working not only 7 days a week, but even nights, if it is needed is quite a norm for building network for premium client. Corporate clients tend to demand from service provider to organize construction process so that it would not touch office routine. That is why there is no problem for us to spend a weekend testing and launching services.
We may admit it could be commercial real estate market specifics — to have 24/7 engineer on-site. For the fact that there is someone constantly taking care of equipment and service is crucial. It is vitally important to be constantly involved into business center routine. This allows us to solve 99% of problems before they may possibly appear.
Yes. As simple as that. The point is that the manager should be really available day and night. We made an analysis and saw that about one fifth of our clients calls us after official working day, and often these calls are of the highest importance.
Maximum priority for problems means that any problem is fixed in not more than 240 minutes period. Our principle is that 90% of all clients problems should be fixed right at the help desk. That is why no «front lines» or «back lines» are possible. And that is why technical support engineers should have extended set of functions requiring professional expertise. Gars Telecom help desk is called Customer Care and Support, which for us means far more than technical assistance. It is business philosophy, allowing us to maintain flawless quality of service.