Customer Service Commitment | Telehouse
United Kingdom (EN)

Customer Service Commitment

As a subsidiary of KDDI, a global Fortune 300 Japanese Telecommunications corporation, Telehouse is proud to have an approach to customer service that is typical of our heritage. The mantra of putting the customer at the heart of their business is core to the Japanese corporate philosophy and this features as a central element of our management strategy.
The strategy is is to address all areas of our business in a 360 degree approach, from front line support to the environment of our facilities. We believe that this is the only way that we can fulfil our obligation to our customers in providing uncompromised levels of customer service.

In 2010, we put in place our Total Customer Satisfaction programme; which is tasked with structuring continued improvement to all areas of our business. This includes the 
setting of annual targets, with periodical milestones and regular communication of improvements.

Annual Customer Feedback Survey

Crucial to the success of the programme is ensuring that we have an accurate and representative understanding of what is important to our customers. Each year, we release our customer feedback survey, which allows us to identify and structure our aims for the following year. This is conducted between March and May and we highly encourage our customers to take part.

Continuous Feedback

The opportunity to provide feedback is not restricted to our annual survey. Our account management team are happy to field any questions that you may have and provide any information or resolutions that you require.

For more information, please refer to our Colocation Services Brochure.

Technical and Engineering Support

24 hours a day, 365 days a year, highly skilled engineering and support teams are at hand to ensure that our customers can always access the assistance they require, regardless of footprint.
  • 24/7/365 availability.
  • No restrictions on call out or usage.
  • Access to both Technical Support and Service Engineers.
  • 15-20 minute average for issue resolution.

Front line support is however just the start of customer service at Telehouse, with dedicated teams positioned to provide efficient and helpful support throughout the lifecycle of your infrastructure.

Access Support

Our on-site security specialists are on duty 24/7/365 to ensure that the balance is kept between uncompromised security and ease of access; regardless of the time of day or night.

Account Management
  • Project Management of upgrades and migration.
  • Centralised pan-global management of multiple locations.
  • Pricing enquiries.
  • Co-ordination of general requests.
  • Feedback
Account Support

Our dedicated billing and payments team are available during business hours to ensure that information regarding billings and payments are available when required.


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