24 / 7 Support
Neptune's customer service group provides a professionally managed, telephone helpdesk service, acting as a single point of contact for our partners who have technical questions re networking.
We track every call within our telephone support desk from start to finish. Our helpdesk team work to challenging service level agreements and endeavour to respond to and clear all calls well within our partners' expectations.
All calls into Neptune are assigned a case number for tracking purposes. They are then monitored and, based on the severity and length of time the call or request has been open, may be escalated. Cases are not 'closed' until a response to the query has been provided, and the customer agrees that a satisfactory solution has been reached.
Calls can be logged via the following methods:
- By telephone via the Helpdesk
- Via e-mail
- Via the web
- Through your Account Manager
After a call is logged, you will receive an emailed confirmation and/or call back if requested, stating the Log (case) number and the details of the call.