ETR for Complaints

Estimated Time to Resolve (ETR) for any complaint depends on nature of problem and type of subscriber to have and idea of how long it is going to take to resolve your problem you can have a look at the example bellow.

Leased Line

Problems that can be resolved form Network Operations Center like IP issues. connectivity problem. BGP issue. 4 Hours Priority is 1.

Problems that need customer visit like signal Alignment/ cable problem/ router issue may take upto 12 Hours depending upon the distance form nearest office Priority is 2.

Commercial Broadband

Problems that can be resolved form office may take up to 8 hours depending on the work load at office and high priority complaints like Leased Line Priority is 3.

Problems that need customer visit like cable cut/ signal issue or any other problem can take upto 48 Hours Priority is 4. 

Domestic Broadband

Problems that can be resolved form office may take up to 12 hours depending on the work load at office and high priority complaints like Leased Line or Commercial Broadband Priority is 4.

Problems that need customer visit like cable cut/ signal issue or any other problem can take upto 48 Hours Priority is 5.

For complaints that are beyond our scope like particular website slow / issue with third party servers there is no ETR.

The hours may get impacted due to events like heavy rain and other similar issues.

ETR is not applicable in case of natural calamity.