top of page

Introducing Kube Total Care

We are excited to introduce Kube Total Care, our brand new 24/7 customer care solution.


A man with a headset on smiling while delivering remote customer service


Kube Total Care gives you access to our support teams around the clock, every day of the year. This means you’ll get much greater support than what our standard office-hours package offers.


Customer Support, Any Time You Need It


Our Kube Total Care service is designed to enable you to log business critical faults or “P1 incidents” at any hour of the day. A P1 can be defined as any fault that results in:


  • the loss of a critical service affecting multiple sites

  • the loss of critical service for all users within a single site

  • the complete loss of access or functionality to a critical service

  • the degradation of multiple critical services


During out-of-hours you can access Kube Total Care by calling our Service Desk team via 0344 873 4488 (Option 1).

This is a chargeable service, and you can choose to opt out at any time. For full details of pricing and how to opt out please read our latest blog by clicking the button below.


Kube Total Care provides excellent value support to all of our customers, regardless of the services they receive and we are confident that this new addition to our customer care offering will enhance your experience with KubeNet.


Kube Total Care: Out Of Hours Cover


The following table breaks down your Kube Total Care coverage, including any exceptions which are carrier dependent.

Product/Service

Resolution of P1 Incidents

Log incident for handover to in-hours team

Notes on out-of-hours service

ADSL/SoGEA/FTTC/FTTP

Yes

Yes

Covers outages and service loss or degradation

EFM/Leased Line

Yes

Yes

Covers outages and service loss or degradation

Firewalls

No

Yes

Covers outages and service loss or degradation

Geo Inbound

Yes

Yes

Covers outages and service loss or degradation

Hosted Voice

Yes

Yes

Covers outages and service loss or degradation

IT Services

No

No

This product is not covered by Kube Total Care

Microsoft 365

No

No

This product is not covered by Kube Total Care

Mobile

Yes

Yes

Covers outages and service loss or degradation

Network Alerting/Monitoring

No

Yes

Covers outages and service loss or degradation

PBX

Yes

Yes

Covers outages and service loss or degradation

Managed Routers

Yes

Yes

Covers outages and service loss or degradation

Layer 2

Yes

Yes

Covers outages and service loss or degradation

WLR /ISDN

Yes

Yes

Covers outages and service loss or degradation

SIP

Yes

Yes

Covers outages and service loss or degradation

Kube Total Care Pricing


Prices for Kube Total Care are calculated based on your current subscription value of services on your monthly bill. Please refer to the below table.


Monthly Billing Amount

Monthly Cost

Less than £500

£6.99

Between £500 and £1000

£9.99

Between £1000 and £2000

£12.99

Between £2000 and £5000

£15.99

More than £5000

£19.99

Kube Total Care is live effective October 1st with first billing in your November invoice. You can opt-out of this service any time by emailing our business support team at sales.support@kubenet.net. If you choose to opt-out and do have to raise an out of hours P1 you will be charged at our normal remote support rates as outlined in our Customer Service Plan.


コメント


bottom of page