Excitel has come up with an innovative plan that is a first-of-its-kind in the Telecom industry. The Service provider has given priority to customer satisfaction and has brought a new Service Level Agreement in place.

All customer raised issues will be attended to and resolved within 4 hours. Failure to keep up with this new SLA on the part of the Excitel customer care team will earn the subscriber 24 hours of uninterrupted, unlimited Internet services as compensation.

What Does Excitel Gain?

Why would the broadband provider take up a step like this? The company has slowly and steadily won the hearts of its users, despite tough competition from well-known brands. Their customer base is increasing regularly and so is the customers’ trust in Excitel services. With a move to provide timely services, the service provider has shown that it is aware of and respects the wellness of all customers.

What most providers don’t do is maintain their quality services after a customer has subscribed. Excitel has made it clear that they will focus on providing excellent after-subscription services in addition to enhancing speed and connectivity.

Vivek Raina, Co-founder, and CEO, Excitel Broadband said, “We have seen exponential growth in our subscriber base with the Excitel family now 650K strong. Our promise of unlimited and affordable superfast fiber broadband has found resonance among the youth of the country. I believe while having a great offer in terms of speed and connectivity is good to have, but once the subscriber is onboarded, we should be fanatic about providing best of the class experience and service.

We have introduced a 4-hour SLA promise to Excitel Fiber subscribers, which means that in case of a service disruption, we promise to resolve any type of issue in less than four hours. And if in any case, we are not able to do that, we will provide an extra day of service free of cost to the customer- that is one free day for every 4 hours of service disruption. This kind of SLA has never been offered in the broadband space in the country and is indicative of our commitment to provide trouble-free, consistent broadband service to our subscribers,” Raina commented.

The new SLA has projected the after-sales and highlighted Excitel customer care commitment. The brand is sure to see wide expansion shortly with the support of its loyal and satisfied customers.