Openserve ETR and SLA?

[Raxi]

Hi, what would be the average "normal" ETR for Openserve to do a repair? Is there some sort of SLA between Afrihost and Openserve?

I've been down since Friday evening. The Openserve technician was here on Tuesday morning and confirmed the issue is not on-prem but no progress since.

 

[Chris_Auc]

@Afrigirl

 

[Afrigirl]

Hi, what would be the average "normal" ETR for Openserve to do a repair? Is there some sort of SLA between Afrihost and Openserve?

I've been down since Friday evening. The Openserve technician was here on Tuesday morning and confirmed the issue is not on-prem but no progress since.

The estimated time to repair for a fault logged with Openserve is up to 72 hours. However, if a technician has already visited the premises and was unable to resolve the issue, it means the ticket has been escalated. The escalation level depends on the nature of the fault and whether any infrastructure components need to be repaired or replaced.

Kindly share your ticket reference so that I can track it for you.

 

[Raxi]

The estimated time to repair for a fault logged with Openserve is up to 72 hours. However, if a technician has already visited the premises and was unable to resolve the issue, it means the ticket has been escalated. The escalation level depends on the nature of the fault and whether any infrastructure components need to be repaired or replaced.

Kindly share your ticket reference so that I can track it for you.

Openserve ticket number 236ATK051225

 

[Afrigirl]

Openserve ticket number 236ATK051225

Thank you.

The ticket is with Openserve Cabling and awaiting scheduling.

 

[Raxi]

Thank you.

The ticket is with Openserve Cabling and awaiting scheduling.

Yup, basically same feedback since Tuesday .

I was on the phone with them now and apparently the cable technician was attending to it yesterday afternoon but was interrupted by rain, and will go back today.

 

[HartsockZA]

Yup, basically same feedback since Tuesday .

I was on the phone with them now and apparently the cable technician was attending to it yesterday afternoon but was interrupted by rain, and will go back today.

Takes time, but at least they are aware and on it. This week much of the country is under water so expect delays. We are working as fast as possible.

 

[deweyzeph]

Just as a matter of interest, how does one report an Openserve pole that is leaning quite badly on the boundary of a property? Can a service ticket be lodged with your ISP?

 

[bwana]

Lost service yesterday and have to wonder if is there any worse time of the year for this to happen?

 

[deweyzeph]

Lost service yesterday and have to wonder if is there any worse time of the year for this to happen?

This is exactly why i have 2 backup fixed lte services in addition to my 500/250 Openserve fibre line all feeding into my OPNsense router as failovers. It doesn't happen often but when that fibre line goes down I don't want any inconvenience.

 

[HartsockZA]

Just as a matter of interest, how does one report an Openserve pole that is leaning quite badly on the boundary of a property? Can a service ticket be lodged with your ISP?

Ah, So Go to Openserve's website and email them directly. they will be InTouch and send out their infrastructure guys to take a look. Absolutely awesome guys. does take some time but they do end up going, just wait for them to give you a call reference via email