Wednesday, June 28, 2017
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Support & Maintenance

Customer Care

SELECT-TV™ Customer Support Organization consists of a Response Centre, Call Centre and a network of Worldwide Support Centres.

Centralised Call Centre (C3)
The C3 located in Kuala Lumpur, Malaysia is the single point of contact for all service requests. Our 24 X 7 multi-lingual C3 will handle all calls and escalate as required by our escalation procedures. First level support is handled by our C3 personnel and subsequent escalation of service tickets will be managed and coordinated by C3. C3 is also responsible for continuous communication with our customer personnel on the status of service tickets.
 
Response Centre (RC)
The RC located in Kuala Lumpur is staffed with qualified engineers to handle continuous SELECT-TV™ remote management & monitoring activities using SELECT-TV™ Monitoring System. Service tickets escalated from the C3 will be handled by the RC. If remote support is possible, RC may access the SELECT-TV™ servers using SELECT-TV™ Monitoring System to run appropriate diagnostics routines. If on-site assistance is required, the engineers from our Support Centres will go on site to resolve service tickets within the response time specified in the support and maintenance Agreement.
 
Support Centre (SC)
The local SC near to customer site is staffed with qualified engineers to provide on-site support. In the event that remote support from RC is not able to resolve any service tickets, engineers from SC will be deployed to resolve the tickets on site.
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