TORONTO – Cogeco Data Services is kicking its customer service up a notch.
The data communications provider said Tuesday that is tweaking its service level agreement so that its four hour Mean Time to Restore (MTTR) clause will be reduced and changed to a three hour Time to Restore (TTR), for all new and existing enterprise metro LAN and managed wavelength customers.
Rather than working with averages, the new three hour TTR is a guarantee based on the actual time it will take to have an issue resolved, the company said. As before, technicians will immediately begin resolving any problem and notify the customer the moment the service has been restored, but that is now backed by an agreement that guarantees three hours, or Cogeco Data will credit the customer.
"The value that Cogeco Data Services brings to our customers is peace of mind because they know that we will deliver the reliability that they need to run their businesses," said president Tony Ciciretto, in the announcement. “In this highly competitive market, customer service and responsiveness are what defines leaders. Prices and products may win the customer, but at the end of the day, setting the bar higher is what keeps them."
