At Internet World Canada, Netcom Canada announced new service-level
guarantees to its business customers, offering refunds and credits where
Netcom services do not deliver total satisfaction.
Netcom Canada guarantees a minimum of 99.5% availability for all
business services. If customers’ service falls below that level, all they
have to do is report the problem to Netcom’s customer support department.
Upon verification, Netcom will then credit the customer 25% of the
monthly service fee. They will also refund customers’ setup fee, and allow
them to cancel without penalty, if, for any reason, they are not completely
satisfied with Netcom’s service in the first 30 days following installation.
Effective immediately, the new service guarantees apply to all of Netcom
Canada’s Business Services customers.
Netcom Canada offers an array of Business Internet Solutions, including
dial-up access, dedicated access, domain name services, customized e-mail,
and Web site hosting. The company provides a fast, reliable, national
network, with
multiple T3 Internet connections to Canadian and U.S. interconnection points
and into Netcom’s fully redundant ATM backbone.
Toronto-based Netcom Canada is a subsidiary of San Jose, CA-based
Netcom On-Line Communication Services, Inc., with dedicated Canadian staff
and a localized Canadian interface.