Frequently Asked Questions

Provisioning

Within 48 hours of your order being accepted, a member of our provisioning team will be in contact to ensure we have all the details needed to process your order as well as providing you expected timescale for the delivery of your order. Our Provisioning Team will provide you with a minimum of weekly update.

You can download our Order Journey Map here. (download link of the Order Journey Map)

We aim to provide a minimum of 48 hours’ notice for any site access requirement.

Should work required to be carried out on private land for the delivery of a service, a signed wayleave may be required. Wayleave is a written agreement between the carrier and the land owner providing the carrier the relevant approval to carry out work on the land in question.
Orders affected by a wayleave requirement may see delays due to the legal implication which may be involved.

Where a survey is necessary, it could result in excess costs. This usually occurs where there is no existing service and therefore additional work is required in view of delivering the service. In most cases, lead times will be impacted.

You have the right to cancel the order on receipt of ECC’s.

Once your order is complete, you will receive your handover pack and your services will be handed over to our Service Desk who will provide your after-care under the ITIL Framework.

Support

You can report a fault by contacting our Service Desk on 0344 873 4488 (Option 1), by emailing support@kubenet.net or by logging onto our Support Portal support.kubenet.net. Your fault will be logged immediately and you will be provided with a ticket number to allow you to track the progress of your fault.

Full details on our fault handling process can be found on our Customer Service Plan (link to the CSP?)

At KubeNet, we aim to provide the best service possible and this includes ensuring our customers are updated regularly on the progress of their fault. As such we reflect this in our Service Level Agreement where we commit to provide regularly update depending on the priority assigned to the tickets.

Full details of our Service Level Agreement can be found on our Customer Service Plan.

All our engineers are qualified technical engineers with a range a skill sets in order to support our products. We do offer a managed service for customer who wishes KubeNet to fully manage their product or full estate.

For unmanaged services, we do offer remote and on-site support in order to support your needs. Full details on adhoc engineering support can be found on our Customer Service Plan. (link to the CSP?)

General

All customers will be allocated an Account Manager who will be responsible in managing your account. Your Account Manager can be contacted on 0344 873 4488 (Option 2) or by emailing sales@kubenet.net.

Our Billing Team can be contacted on 0344 873 4488 (Option 4) or by emailing accounts@kubenet.net.

Our Service Delivery Team is responsible in the handling complaints. The team can be contacted on 0344 873 4488 or by emailing servicedelivery@kubenet.net.

We will aim to resolve your complaints within 28 days.

Full details of our complaints procedure can be found on our Code Of Complaints. (link to the Code of Complaints)

Site Loader