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About Us
The UK Customer Services Group is based at our offices in Cambridge. Our role is to
act as the front line of support for all of our customers' technical queries
and problems. The Customer Services Group includes:
- Technical Support
- Web Support
- Hostmaster and DNS Support
- News Support
What happens to communications when they are received
All communications received, whether by phone, e-mail or fax are allocated a log number from our ticketing system.
A ticket is a record of a customer's comunication with PSINet.
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Telephone
- Calls are received by the Customer Services staff member, who will log the customer details and problem description. Whenever possible, the problem will be solved immediately.
- If the problem cannot be solved immediately, the customer will be given a phone ticket log number, and a ticket priority will be assigned with the customer's approval.
- The Customer Service Engineer will then investigate the problem further and if necessary seek advice from an in-house specialist. Updates will be given as appropriate to the customer.
- When the problem has been resolved the customer will be contacted for confirmation and the ticket will be closed.
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E-mail
- This is an automatic process which returns a log number from the ticketing system.
- All Customer Service Engineers are allocated tickets on a rota basis. Within two working hours of first communication, they will troubleshoot the problem, e-mail back for more information or confirm that the fault is rectified.
- When the customer confirms that the problem has been resolved, the ticket will be closed.
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Fax
- Customers will be contacted by a Customer Service Engineer, either by phone or e-mail, and the problems dealt with as above.
Ticket Priorities and Service Levels
Ticket priorities are as follows:
- Critical Condition
- Out of Service
- Service Impairment
- Minimal Impact
- Non-Service Affecting
Depending on the priority of the ticket, we have targets for how long it takes us to close them.
Summary of Service Levels
| Priority |
80% closed within.... |
98% closed within.... |
| Critical Condition |
4 working hours |
6 working hours |
| Out of Service |
6 working hours |
8 working hours |
| Service Impairment |
24 working hours |
48 working hours |
| Minimal Impact |
24 working hours |
48 working hours |
| Non Service Affecting |
24 working hours |
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(There is no 98% target for non-service affecting tickets, as this category includes
tickets that have are open for ongoing monitoring purposes and internal tickets, as well as
minor customer problems)
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