Quality Service is ensured by

VLLMax Standardized Customer Service Procedures

The unique 24x365 single-contact customer service by VLLMax covers routine network maintenance, proactive fault monitoring and alerting, fault recovering, network configuration changing, and on-site technology support.

Network operation reports with important network statistics are provided periodically for the convenience of the network administrators and IT managers in order to better their understanding of the network operation status.

We provide:

  • Service hotline

  • instant Email reply


 

  • SLA for VLLMax Branch Pro:

    • Network availability up to 99.99%

    • Packet loss comparable to dedicated leased line or MPLS-VPN

    • Latency controlled to 30% deviation from preset base

  • SLA for VLLMax Retail Express:

    • Guarantee https initialization less than 200ms(domestic server)

    • Switching to 4G/5G connectivity upon landline Internet down

      • Switching in less than 2 seconds

      • Https session not broken while switching

    • Reduce packet loss from up to 20% to 0.03%

  • SLA for VLLMax Cloud Access:

    • Secure single session download speed to 100Mbps

    • Guarantee https initialization less than 200ms(domestic server)

  • SLA for VLLMax International EXT:

    • Network availability up to 99.95%

    • Packet loss comparable to dedicated leased line or MPLS-VPN

    • Latency controlled to 30% deviation from preset base

    • Support VoIP and conference packet usable ratio 97%

  • SLA for VLLMax International Internet Acceleration:

    • Guarantee packet loss < 0.03% even when Internet packet loss reaches 20%

    • Support all VPN protocol

    • Support VoIP and video conference packet usable ratio 97%

Service standard highlight

  • 24/7 instant service everyday all year round

  • Proactive network monitoring, finding network issues before the customers do

  • Dedicated customer service manager for Diamond grade customer

  • Customer self-service portal (monitoring all nodes status including traffic, quality)

  • Quick response with technology support solves your problem instantly

  • Phone, email, SMS alerts upon network fault

  • Standardized customer service procedures with customization options

  • Regular communication meeting with customers for service optimization

  • Standardized summary and statistics of network reports with customization options (monthly and annual reports)