Understanding Nomad Internet’s Support Response Times and Service Level Agreement (SLA)

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Questions and Answers

What is the maximum requester wait time for low-priority inquiries?

  • 8 hours
  • 12 hours (correct)
  • 24 hours
  • 4 hours

What is the scheduled frequency for regular updates during a low-priority inquiry?

  • Every hour
  • Every 4 hours (correct)
  • Every 6 hours
  • Every 2 hours

Which of the following is NOT classified as a low-priority inquiry?

  • Service information
  • Urgent technical difficulties (correct)
  • General account management
  • Guidance on optimizing your connection

How long does Nomad Internet aim to resolve a low-priority inquiry?

<p>Within 12 hours (D)</p> Signup and view all the answers

What is the first reply time for low-priority inquiries?

<p>4 hours (B)</p> Signup and view all the answers

What is the first reply time for urgent inquiries?

<p>1 hour (A)</p> Signup and view all the answers

What is the maximum request wait time for a high-priority inquiry?

<p>8 hours (A)</p> Signup and view all the answers

How often does the support team provide updates for normal inquiries?

<p>Every three hours (A)</p> Signup and view all the answers

Which priority involves critical outages or severe service disruptions?

<p>Urgent Inquiries (A)</p> Signup and view all the answers

For a high-priority inquiry, how long does the team aim to resolve the issue?

<p>8 hours (B)</p> Signup and view all the answers

What is the pausable update time for urgent inquiries?

<p>1 hour (B)</p> Signup and view all the answers

Which of the following inquiries is categorized as normal?

<p>Questions about service performance (D)</p> Signup and view all the answers

Which urgency level has the longest requester wait time for resolution?

<p>Normal Inquiries (D)</p> Signup and view all the answers

Flashcards

Low-Priority Inquiries

Non-urgent questions about account management, services, or connection optimization.

First Reply Time (Low-Priority)

Nomad Internet aims to respond to low-priority inquiries within 4 hours.

Pausable Update Time

Updates on low-priority inquiries are provided every 4 hours.

Requester Wait Time (Low-Priority)

Customers can expect their low-priority inquiry to be fully addressed within 12 hours.

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Nomad Internet Support Commitment

Nomad Internet guarantees timely and professional support for all inquiries, based on priority.

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Urgent Inquiry Response Time

Nomad Internet's support team responds to urgent issues within 1 hour, providing updates every hour until resolution.

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High-Priority Inquiry Response Time

For service-impacting but not completely disruptive issues, support replies within 2 hours, updates every 2 hours, aiming for resolution within 8 hours.

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Normal Inquiry Response Time

Support responds to questions/concerns regarding service performance, troubleshooting, or account issues within 3 hours, updates every 3 hours, and aim to resolve concerns within 10 hours.

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Urgent Inquiry First Reply Time

Nomad Internet's support team's first response to a urgent inquiry is within 1 hour.

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High-Priority Inquiry Pausable Update Time

Support updates every 2 hours, stopping when resolved until the issue is solved.

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Normal Inquiry Requester Wait Time

The maximum wait time for a normal inquiry at Nomad Internet is 10 hours.

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Pausable Update Time

The frequency of updates provided to clients, by hours, while an issue is resolved.

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Requester Wait Time

The amount of time a customer might have to wait for complete resolution, based on priority levels.

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Study Notes

Nomad Internet Service Level Agreement (SLA)

  • Urgent Inquiries:

    • First reply time: 1 hour
    • Pausable update time: 1 hour
    • Requester wait time: 6 hours
    • Priority: Critical outages, severe service disruptions, high-impact problems
    • Rapid response and hourly updates until resolved

  • High-Priority Inquiries:

    • First reply time: 2 hours
    • Pausable update time: 2 hours
    • Requester wait time: 8 hours
    • Priority: Service-impacting, but not completely disruptive (e.g., slower speeds, minor drops)
    • Prompt attention with bi-hourly updates, aim for 8-hour resolution.

  • Normal Inquiries:

    • First reply time: 3 hours
    • Pausable update time: 3 hours
    • Requester wait time: 10 hours
    • Priority: Service performance questions, troubleshooting, account-related concerns (not time-sensitive).
    • Reasonable response within 10 hours with tri-hourly updates.

  • Low-Priority Inquiries:

    • First reply time: 4 hours
    • Pausable update time: 4 hours
    • Requester wait time: 12 hours
    • Priority: General account, service info, optimization guidance.
    • Focus on providing information with four-hourly updates within 12 hours.

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