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Braenet's
Customer Service model is based upon the Cisco model, where each call
is assigned a case number and priority. The priority you are assigned
determines the time frame in which it will be resolved. This ensures
that all cases are addressed and resolved promptly in one way or another.
We are currently still testing our new Customer Service model, which
has taken us the last five months to develop. We aim to have it officially
online in the first quarter of this year.
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| Most
customer service queries can be resolved quickly and easily by viewing
Braenet's Members
Op Centre which includes a comprehensive support section. Please refer
to it prior to contacting customer service staff. |
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| Braenet
provides two different customer service systems depending on if you are
a corporate customer or a residential customer. Please refer to the sections
below to determine how you go about receiving technical assistance. |
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| Residential
Customers |
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| Residential
customers can access customer service via telephone Monday through Friday
between the hours of 9am to 6pm. Outside of these hours it is limited
to email based support only with a maximum response time of 24 hours.
Please use this form
to submit your email query to customer service staff to ensure you receive
a prompt reply. Unless you have been informed via a formal letter that
you are a corporate customer, you are regarded as a residential customer. |
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| Alternatively,
you can contact Customer Service. |
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| Customer
Service (9.00am - 6.00pm EST Mon-Fri) |
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| Corporate
Customers |
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| Customer
Service for corporate customers is based on a three tier approach. By
default, all corporate customers are placed into the category of Priority
Service Level Three. Depending on the services that a customer purchases
from Braenet they may be placed on Priority Service Level Two or One.
Alternatively, customers may wish to purchase a higher Priority
Service Level. |
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| The
service level you are on determines the days, hours and methods you receive
customer service. Priority Service Level Three customers receive telephone
support Monday through Friday between the hours of 9am to 6pm. Outside
of these hours it is limited to email based support only with a maximum
response time of 16 hours. |
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Please use this
form to submit your email customer service query to ensure you receive
a prompt reply. |
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| If
you would like to telephone customer service, please do so on the following
number: |
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| Customer
Service (9.00am - 6.00pm EST Mon-Fri) |
