Customer Charter

We continuously work to exceed your expectations and our Customer Charter demonstrates our commitment to serving you better. Our service standards are measured and benchmarked against the industry’s best practices.

Our data services include IP VPN, Ethernet, Internet, and International Private Line. Our converged voice services include Voice VPN.

You can measure the performance of our services against the following commitments:

Call Answering Time

  • Tata Communications can be accessed on a 24×7 basis via telephone and email.
  • 95% of calls made to our call center will be answered within 20 seconds.

Email Answering Time

  • 95% of email inquiries will be answered within 30 minutes of being received.

Complaint Handling Time

  • Tata Communications operates a 24×7 help desk supported by a team of dedicated, well-trained operators.
  • Complaints are acknowledged with the issuance of a complaint ticket number. Based on the nature of the complaint, an indication of the timeframe within which the complaint will be resolved will be provided.
  • The complaint ticket number is to be quoted for tracking the status of resolution of the complaint.

Service Provisioning Time

  • The provision time for the services varies between services and is subject to the product specification, the complexity of deployment, customer site readiness and the availability of “last mile” from partner networks.
  • Typically within 30 days.

Service Restoration Time

  • For major services outages (where > 80% of service is effected) services will be restored within 4 hours in 90% of the cases.
  • Minor service deviations will be addressed within 48 hours of complaint.
  • In case of delays beyond the above timelines, Tata Communications will provide regular updates on the status of the restoration.
  • Tata Communications will also provide on request Reasons for Outage (RFO) within 48 hours of the request and a detailed Root Cause Analysis (RCA) of the problem encountered within 5 working days of the request.

As part of our commitment to you, we welcome your feedback on how successful we are in achieving the standards set forth in this Charter. Your compliments, complaints, and suggestions are important to us and will allow our organization to continue to provide the highest level of customer service.