Customer Service Commitment
Our Guiding Philosophy
Our parent company, KDDI, is a Fortune 300 Telecommunications giant in Japan. The guiding philosophy of the Japanese is to put customers at the heart of their business, which has become the core of the Telehouse customer service approach.
The company goal is to approach our customer’s business needs from a 360-degree perspective. Every aspect of our operations is tasked with improving in every area, from the physical infrastructure to our service representatives.
We call it our Total Customer Satisfaction program.
Since its implementation in 2010, every Telehouse member from our engineers to the people at our support desk takes this philosophy very seriously. We set annual targets, and measure success with periodic milestones. Reporting and feedback is a vital part of our communications.
Annual Customer Feedback Survey
In order to understand what matters to our customers, we conduct an annual survey to gain insight on their changing needs. We identify our goals for the coming year based on this valuable feedback. When the survey arrives between March and May, we encourage our customers to participate.
Managing Your Account
Your business matters to Telehouse. We employ the most experienced team in the world to support ongoing:
- Project management for upgrades and migration
- Managing your data in multiple locations
- Coordination of general requests
- Pricing inquiries
- Your feedback
Resolving Technical Issues
With a 24/7/365 business, things can happen at 2AM. We are on hand with highly experienced engineers and a dedicated support team to provide assistance any time of day or night, to every size customer.
- 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
Security That Never Sleeps
No matter what time it is, you’ll have access to your equipment in our Data Centers. Our on-site security team is there 24/7/365 to allow you access and uncompromised security.
Always Available Team
Our highly trained account service team is always there to answer questions and work with you to resolve any issues you may have at any time.
Our dedicated billing and payments team are available during business hours to ensure that information regarding billing and payments are available to you when you need it.