Customer Care

Customer Care

We consistently strive to deliver the very best in customer care – whatever your organisations size.

Vertel’s motivated, helpful and, above all, highly knowledgeable services teams are trained to the very highest level to ensure superlative service.

As you would expect, most of our core network services are packaged with a 99.999% SLA, we operate a 24x7 network operations centre and maintain specialist operations staff in an extensive range of locations in all States.

Vertel’s Service Level Agreement formalises the commitment that we make to our customers and defines the customer experience to be delivered by our operational policies, practices and tools.

Our promise is to deliver service that would be considered as an industry benchmark for excellence, and to underpin customer decisions to commit repeat and ongoing business to Vertel.

Your Client Support Team is there to help you with the day-to-day running of your accounts. They’ll help you log faults, change services and offer remote & onsite support.
Your Account Manager offers a more consultative kind of support, and will show you how to use your technology to improve your business. All our account managers are fully qualified and accredited across the wide range of equipment and services in our portfolio.

The Account Manager is complemented by a number of specialists (technical, service and project) who can help you map your exact business requirements.

Key points:

• We adopt ITIL methodologies and are currently working towards full accreditation
• A dedicated “virtual” team, consisting of client, technical, service and project expertise, will be formed to ensure quality service is delivered throughout the relationship.
• Support levels can be tailored to best suit our customers: PACC – Partners, Associates, Customers, Clients