A Comprehensive Approach to Customer Support

At MegaPath, we believe that excellent customer support starts with a company-wide, customer focused "can-do" attitude. This attitude is what motivates our employees to develop smart systems and processes, and to go "the extra mile" to deliver excellent service throughout each stage of the customer life-cycle. Our implementation and support personnel are organized into Service Delivery Teams that follow a thorough and systematic implementation process to ensure that every aspect of your network deployment is carefully considered and executed. This commitment to quality extends from the top down, as reflected in our management's recognition of those who deliver exceptional service. But it doesn't end there. We continually strive to improve our service delivery through our Total Quality Management (TQM) program, which applies Six Sigma tenets to measuring service quality through key metrics and customer satisfaction surveys.

MegaPath's Customer Portal not only provides much of the data for this TQM program and our stringent Service Level Agreements, but it is an invaluable tool for both MegaPath support teams and MegaPath customers. By providing complete visibility into our provisioning and monitoring systems and giving customers control over their networks, this system lets you get the most benefit out of your business-critical applications.

In summary, MegaPath Customer Support is built around people, processes and systems, which together work toward one common goal: making the MegaPath experience as easy and effective as possible for customers.

People
Unlike traditional carriers whose support personnel lack the technical expertise and have narrow responsibilities, MegaPath has skilled networking specialists taking every support call and seasoned engineers on-hand to proactively handle any type of issue. That's why we're able to offer the industry's only end-to-end Service Level Agreements that guarantee every aspect of your service. And, when it comes to large-scale network roll-outs, no other service provider compares. Our dedicated Service Delivery Team ensures that every customer deployment is executed in a well-planned, carefully coordinated manner.

Processes
Our NOC and engineering staff follows rigorous monitoring and testing procedures to maintain our network, and comprehensive troubleshooting and escalation procedures to quickly diagnose and resolve any issues - all the while keeping you continually informed of their progress. And, our Service Delivery Teams utilizes a comprehensive and robust process for deploying customer networks that leverages detailed template documents and a knowledge-base that draws on years of experience. Even during the early stage of a customer's involvement with our company, our Account Managers and Sales Engineers leverage tools and processes to assess your needs, design your network and calculate the ROI and soft benefits our services can deliver. And for large-scale projects, they engage an Implementation Director to assist with drafting a detailed proposal - even prior to the signed contract. That way, if a company chooses MegaPath, the Service Delivery Team is ready to begin work immediately. MegaPath's comprehensive Proactive Monitoring procedures and resource-intensive Implementation Process ensure that no customer issue falls between the cracks.

Systems
MegaPath sells networking services to make enterprises more productive, and that means empowering customers to monitor and manage their networks. As we continually improve our service offerings, we constantly invest in our suite of reporting and management tools. MegaPath's proprietary Customer Portal provides customers with unparalleled capabilities in the areas of Network Monitoring, Order Management, and Account Management.

While network managers may have differences when it comes to particular technology approaches for their enterprises, all agree that a solid network support structure is equally important as the networking technology itself. That's why we've invested so much in time and effort in the people, processes and systems to ensure that your service delivery experience is nothing short of excellent.