Standard Arrangements:

Please note that the standard arrangement which we provide our valued customers to meet the specific needs are:

9am-7pm, 6 days a week

24 hours monitoring system

Response time in Dhaka City: 1 hours

Monthly Network status report

MBTL will have adequate equipment in stock for emergency replacement.

Our field engineers will do a routine site visit and will perform any required. services such a antenna, cables and connectors replacement.

1 (One) year warranty on equipments and free service.

Customer Care

MBTL provides service support to customer through its Network Operations Center (NOC). The NOC is located in 13, Kawran Bazar T.K. Bhaban 18th Floor and operates 24x7 for round-the-clock network monitoring. MBTL maintains a generic service monitoring and restoration process to ensure that a consistent quality of service is applied to every customer order.

Customer can report fault in one of the following method:

            By phone                       -   8150210 EXT.213, 220
            By email                         -   support@inetbd.com
             
Customer shall provide the following information to NOC when reporting a fault:

Name of Customer
MBTL Customer ID
Fault happened data & time
Fault symptoms
Contact information (name, phone, email)
Alternate contact information

NOC will respond to customer notifications of trouble with a Trouble Ticket Number for tracking purposes. All opened tickets will receive NOC’s immediate attention and a first status follow-up contact with customer will be made within 30 minutes. After that if the ticket is under troubleshooting, once per hour or if tic

According to the severity of the fault, NOC will prioritize the fault to ensure emergency situations are handled first. The priorities, in the sequence of emergency, are:
            Priority 1          Critical Service Outage
            Priority 2          Service Degradation
           Priority 3          Non-service Affecting 

Planned Outage

NOC will coordinate all planned outages with customer. Planned outage will be scheduled on low traffic hours as much as possible to minimize service affecting. Notice will be sent to customer seven (7) days in advance in the form of facsimile transmission. Customer shall provide MBTL a dedicated fax number for all planned outages notice. 

Escalation

NOC will initiate internal notifications to management if service outage/degradation remains unresolved for a period of time. Non-service affecting tickets will be escalated to management each day on a daily report. In the case a customer feels that the fault is not satisfactorily resolved at a reasonable level, customer can escalate to the MBTL management via the NOC.