Owing to the success and positive impact of the Broadband Service Assurance Solution (BSAS) Phase 1, Telkom has decided to make it available to all ISPs and VANS providers, regardless of whether they re-sell ADSL or not. This allows any ADSL Customer to phone and report any Internet – ADSL fault to their ISP.<\/p>\n
“Initially, we developed this solution to benefit both ISP and VANS providers that resell ADSL. But due to the success we have witnessed since the launch, in January 2008, we decided to extend it to all the ISPs and VANS providers,” said Alphonzo Samuels, Group Executive for Wholesale Sales and Marketing Operations.<\/p>\n
He added that the intent of the BSAS is to improve customer experience and satisfaction with the ADSL product, as it will enable Service Providers to provide a much improved service to their ADSL customer base. <\/p>\n
ISPs will be able to:<\/p>\n
These capabilities are available to all ISPs and VANS providers. This allows any ADSL customer to phone their ISP about any problems they are experiencing. <\/p>\n
Telkom says that even if the ISP is convinced that the problem is related to the ADSL service (supplied by Telkom) the ISP can log the fault on behalf of the Customer who has called in. This method of fault reporting allows the Customer to deal with only one service provider and obtain superior service from their ISP.<\/p>\n
Continued Samuels: “Telkom’s objective is to empower all our Internet Service Providers to perform some Service Assurance functions, such as testing on Telkom’s ADSL network. BSAS gives them a view into our network to see confirmed network failures.”<\/p>\n
Samuels said that ADSL Re-Sellers will access additional capabilities which include:<\/p>\n
He concluded that Telkom will always endeavour to improve customer service so that customers get value for their money. <\/p>\n