Customer Service & Support

We take customer service and support very seriously. The customer is king. This is even more important because our interconnect partners have entrusted us with their mission-critical business.

Our Network Operations Center

Our infrastructure and interconnects are actively managed and monitored by our team of highly professional, dedicated engineers. They staff our 24/7/365 Global Network Operation Center (NOC).

Our vigilant engineers continuously track quality of service on our network by analyzing technical parameters such as ACD, ASR, and PDD.

Service Level Agreements

We provide SLA-driven 24/7/365 customer service to all our interconnect partners. A SLA is agreed with each partner, quantifying resolution times and key performance indicators. It also includes an escalation matrix — all the way up to the CEO — in case of any service quality degradation.

Interconnect partners can contact our NMC by phone, email, or instant messenger. All complaints are managed and tracked through an online trouble ticketing system.

Help Desk

FDI Telecom lets its customers register and track support requests through a state-of-the-art ticketing system. Each request is assigned a unique ticket number.

Please open your trouble tickets to view or manage your requests.