Customer Support Services

REACH offers a comprehensive package of customer support services to ensure seamless service delivery to our customers and their end-customers.

The REACH customer support services are supported across all REACH products.

Customer Care
REACH has structured the Customer Care unit to ensure delivery of first class service to customers. To this end, Customer Care has created several levels of customer service. Technical resources have been developed, including a dedicated team of Service Managers and multi-lingual 24x7 Technical Service Centres.

Dedicated Service Managers
This Customer Care unit includes fully qualified engineers who have an in-depth understanding of the customers' network and requirements. They are responsible for proactively monitoring a customer's network and pre-empting any service degradation. With their knowledge and understanding of the network, they will coordinate a “SWAT Team” to resolve any faults that are escalated from the Technical Service Centres (see below).

The dedicated Service Managers will be on call 24 hours a day, 7 days a week, 365 days a year.

Technical Service Centres
REACH's Technical Service Centres provide an initial contact point and robust support for our critical customers. In addition, the centres provide an additional channel for the customer's technical staff to engage with REACH technical staff.

The Technical Service Centres are responsible for providing direct NOC to NOC fault contact for customers. They are accountable for the first level analysis and coordination of customer faults, and the escalation of faults that do not meet SLAs.

The Technical Service Centres are located within the REACH NOCs.