The Diag center

Customer support included in the subscription: the Diag Center

The role of our Diag Center consultants is to help you, from the time when the subscription agreement is received, to provide the initial configuration for your monitoring on our metrology network. We will then help you to read and interpret your measurements. From producing monitors to answering queries, the Diag Center is there for you at every stage of your subscription. You also have the option to e-mail us your request via a “ticket”, which is tracked by our on-line tracking tool. We also offer proactive launch and progress meetings, either monthly, quarterly or biannually, in order to familiarise you with the ip-label service and jointly evaluate the effectiveness of our services. Our objective is to personalise customer monitoring and data analysis. Conditions of use for the Diag Center depend on the service that was originally selected: Standard support included in the subscription, Silver support or Gold support.

The purpose of the launch meeting is to present to you the aim of the ip-label scenarios installed on your behalf, the methodology associated with our measurements and the Datametrie user interface.

The progress meeting covers several aspects of the service:

• a summary of the performance of your services over the last six months,
• our analyses and suggestions for ways to improve,
• the presentation of new ip-label offers,
• the identification of new requirements,
• a report of the service actually provided and your level of satisfaction.

The Diag Center consultants have significant experience in the fields of customer support and the networks and telecoms sectors. Their responsiveness, ability to resolve problems and a willingness to listen to customers’ requirements are all real benefits which enable ip-label to position itself as the measurement institute for your QoS objectives. Our representatives are multilingual, speaking English, Spanish, German, French and Chinese.

Standard support, initially included in your subscription

The consultant supports you in carrying out selective appraisals. The consultant does not administer the ip-label solution for you.

• Commitment regarding timeframes*:
• Dealing with requests
• Call following an Intranet probe
• Modification of a web/VoIP scenario
• Modification of an IPTV/IVS/business application scenario
• Creation of a new web scenario
• Creation of a new business application scenario
• Reporting and information*:
  
• Biannual progress meeting
• Information relayed via e-mail when ip-label infrastructure incidents occur
• Proactivity*:
  
• Hourly check of correct measurement using the Intranet probe

* within the limits of human and technical feasibility

Silver support

Through dedicated and personalised monitoring of your account by one of our Diag Center consultants, we agree to provide an intermediate level of support. Our consultant will support you on a day-to-day basis. He will provide a proactive first-level approach, in order to verify your monitoring and provide you with the key trends and information regarding the performance of your digital services.

Gold support

Through dedicated and personalised monitoring of your account by one of our Diag Center consultants, we agree to provide an optimal level of support. Our consultant joins your teams and administers the ip-label solution for you. He keeps you informed about your performance by adopting a proactive approach.