Excitel has announced a service level agreement (SLA) to strengthen its after-sales and customer service commitment. Under the new terms, all Excitel Fiber Broadband users will get a free day of internet for every 4 hours of continuous service disruption. The SLA is to create new standards for customer grievance resolution while ensuring a swift response to any internet outages that users may face.
“We have seen exponential growth in our subscriber base with the Excitel family now 650K strong. Our promise of unlimited and affordable superfast fiber broadband has found resonance among the youth of the country. I believe while having a great offer in terms of speed and connectivity is good to have, but once the subscriber is onboarded, we should be fanatic about providing best of the class experience and service.”Highlighting the new service level agreement, Vivek Raina, Co-founder, and CEO, Excitel Broadband said
We have introduced a 4-hour SLA promise to Excitel Fiber subscribers, which means that in case of a service disruption, we promise to resolve any type of issue in less than four hours. And if in any case, we are not able to do that, we will provide an extra day of service free of cost to the customer- that is one free day for every 4 hours of service disruption. This kind of SLA has never been offered in the broadband space in the country and is indicative of our commitment to provide trouble-free, consistent broadband service to our subscribers.”
The company has been actively working towards developing solutions that are designed to meet the expectations of customers. Excitel collaborated with Aprecomm AI in mid-2021 to remotely analyse and troubleshoot their wireline connections by facilitating real-time monitoring and insights to improve the performance of the fixed network.
Excitel is the country’s only internet service provider to offer this one-of-a-kind commitment to its users. The SLA is built on the framework that once the user reports their internet is not working, the issue is promised to be resolved within 4 hours of registering the complaint. Under any external circumstances, if the connection is inactive beyond the 4-hour threshold, the user will get one extra day of free broadband service. The SLA is applicable to all Excitel Fiber Broadband connections, and only during working hours, between 9am to 9pm.