TerraNet Values Customer Satisfaction
Company Processes line up with ISO 9001-2000
>> COMPANY AND PEOPLE YOU CAN TRUST
Message to our customers
We at TerraNet pay attention to customer needs and smallest details to provide
the highest quality network, connectivity services and Internet solutions that
ensure our value and advance your success. We firmly believe that your
satisfaction and success are the parameters by which we measure our success.
ISO 9002 & ISO 9001-2000
Consumers as well as business partners can benefit from a professional
approach: they know that TerraNet is operating in accordance with the
International Organization of Standardization. TerraNet was the first and only
Internet Service Provider to be awarded the ISO 9002 certification, which was
upgraded on May 17th 2003 to ISO 9001-2000. TerraNet’s
international quality standards and customer-oriented policies have rewarded
the company with high satisfaction marks and helped TerraNet leap forward to
the forefront of Internet companies and become the fastest growing Internet
Service Provider (ISP) in Lebanon.
Customer satisfaction is in the balance
TerraNet has established one of the most highly respected customer support
programs in the industry. Our commitment to customer satisfaction is included
into every part of the company and in every thing we do. We continuously
listen to our customers to develop better products and services that satisfy
their real needs.
To ensure customer support, TerraNet has developed two highly regarded
customer support services:
Customer Care
Provides around the clock (24 hours/7 days) quality
support to TerraNet clients
Operated and supervised by well-trained support
professionals
Network Operations Center – NOC
Provides high quality corporate and network support.
Operated and supervised by engineers and
professional
network support technicians
Provides continuous around the clock
support: 24 hours / 7 days.
For critical network support issues, the
NOC requests the services
of TerraNet’s highly trained CCNP and CCDA
network engineers.
Quality Network Management
TerraNet continually strives to enhance existing services and introduce new
advanced services. Most critical issues surrounding the quality of existing
services are network optimization, management, and support.
TerraNet’s network management and support includes:
TerraNet’s Competitive Local Exchange Carrier (CLEC)
provides
reliable local connectivity.
Installed Multiple Points of Presence
(POP) covering most of the
Beirut area.
NOC provides proactive monitoring and
support.
Redundancy setup in order to achieve
continuous and maximum
operation.
Redundancy established for network,
equipment, and services.
Redundant core routers,
route switches and power supplies.
Wide-ranging network management
Layer II and Layer III network management.
Complete graphical view of network
Extensive monitoring of all network
switches and services.
Remote network management: allows
comprehensive service
provisioning, testing, and upgrading to be
performed.
Complete network bandwidth monitoring.
Most important network parameters are polled and graphed
Quality Assurance
