JANET(UK) has a major service role and aims to offer efficient, professional support to all its customers. As a result JANET(UK) endeavours to ensure that all complaints received from its customers are handled in a professional and timely fashion, and that all related underlying problems are identified and input to JANET(UK)'s corrective action process. If you wish to raise a complaint that relates to services provided by JANET(UK), including the connection process, documentation, training etc, you should directly contact JANET Service Desk (service@ja.net).
Fault reports on Operational Services are classified as complaints only when the reports identify faults that fall outside the agreed SLA targets. When raising a complaint you should include full details of the problem with dates of occurrence, your name and contact details and details of any action taken. The complaint will then be recorded into JANET Service Desk's database for tracking.
When raising the complaint you should make it clear if you do not want to be kept informed of progress on the complaint, otherwise you will receive copies of all further correspondence regarding the complaint. JANET Service Desk is responsible for monitoring progress on the complaint, and will send interim responses to the complainant as appropriate until the complaint has reached a successful resolution. It is our aim to resolve complaints within five working days but obviously some complaints require more thorough investigation than others, and therefore may take longer to action.
All queries received by JANET Service Desk are logged into a central database for tracking until resolution. The database will notify the JSD of all queries that remain open at 2 day and 4 day intervals, and JANET Service Desk staff will then prompt assigned members of staff for tickets outstanding with them, as appropriate.
The JANET Service Desk Manager is notified of all outstanding queries greater than 7 and 14 days, and the Customer Support Director is also advised of open queries greater than 14 days. The JANET Service Desk Manager interrogates the database approximately every two weeks for a list of all outstanding queries at that given time. A report is then compiled by the JANET Service Desk Manager to escalate and bring the outstanding tickets to the attention of the appropriate line manager/divisional director for resolution.
If you wish to escalate a complaint then you should contact the JANET Service Desk Manager. Full contact details for JANET Service Desk may be found at:
http://www.webarchive.ja.net/services/connections/index.html
