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NetNearU (NNU) offers customer support services 24/7, every day of the year. This customer support
service is private labeled for the unique needs of NNU's customers. NNU offers both Standard Customer
Care and Enhanced Customer Care packages from which to choose.
NNU offers branded call queues and email addresses tailored to the specific needs of NNU customers.
Help desk service is an important component of high-speed broadband service. The NNU Customer Call
Center is staffed by in-house personnel who are specifically trained to support public Internet access
solutions. The Call Center delivers support services only for the public Internet access industry.
As a result, NNU customers and the customers' end-users benefit by having access to experienced,
capable, and knowledgeable personnel. The result is shorter call times and fewer escalations.
NNU is committed to delivering nothing less than exceptional customer care. NNU strives to maintain
call center metrics at levels unsurpassed by our competitors. NNU Call Center statistics show a record
of short hold times and a high percentage rate of first-call resolution. The following items reflect
thresholds that are monitored in near real time.
- Average hold times are less than 30 seconds
- 80% of calls are answered in 20 seconds or less
- Average call are less than 6 minutes long
- 95% of issues are resolved on the first call
NNU Standard Customer Care
NNU's standard services include:
- Internet-based server access to the TRACKOS reporting system and tools, allowing the network operator to track activity 24 hours a day, 7 days a week. A username and password will be provided to the network operator to access detailed reporting available through NNU's TRACKOS system.
- Software technical support provided to the network operator for NNU software products.
- Software updates provided to the network operator for NNU software products.
- TRACKOS set-up assistance with equipment.
- Automated e-mail notification to the network operator of equipment reporting warnings and errors.
- Limited assistance to the network operator for ISP, hardware and software-related problems Monday - Friday, 7:00 a.m. - 7:00 p.m. (CST).
NNU Enhanced Customer Care
NNU's enhanced services include:
- NNU will proactively attempt to diagnose and correct problems through remote means.
- NNU will notify product owner of a maintenance service dispatch need.
- If able, NNU will perform corrective remote reboots in the event equipment is off-line.
- NNU will notify the network operator of equipment that has any trouble reported by an end-user that may require an on-site visit.
- NNU will monitor equipment to ensure it is on-line and operational.
- NNU will process refund related requests by issuing additional time to end-users or crediting credit card transactions.
- Network operators will be permitted to display the NNU toll-free phone number at each location containing an NNU wireless solution. NNU Customer Care assistance will be made available to end-users 24 hours a day, 7 days a week.
- Wireless end-user assistance will consist of the following:
a. Username and password inquiries
b. Assistance associating with the network
c. Billing inquiries
d. Refund requests
e. Subscriber account cancellations
f. Limited wireless card configuration support
Redundancy incorporated into our Customer Care:
- Dedicated VoIP circuits and equipment to allow customer care services to be quickly established at offsite locations in the event a disaster occurs at our main facility.
- Redundant power is delivered to our Customer Care group to ensure support can be delivered during power outages
- Redundant Internet connectivity ensures our Customer Care group can continue to monitor the system health of deployed equipment, address incoming support requests
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