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THIS WEBSITE IS UNDER CONSTRUCTION
Our Customer Services
We Want It To Be Fabulous
Our customer support is more than just providing answers. it’s an important part of the promise we make to our customers.
Historically, business decisions were often based on price or product and service offerings. However, today the overall customer experience is frequently the decisive factor.
We believe that providing exceptional service is crucial for customer retention and business growth. Consequently, our customer service extends beyond traditional telephone support. It is also available via email, web portal, text message and social media.
Green A&E also offers self-service support enabling customers to find their own answers at any time.
Our Support Makes It Work
Green A&E Service Desk
Our support team anticipates customer issues rather than merely reacting to them. Our team is empowered to go above and beyond with customers and the Green A&E help desk environment facilitates swift ticket closure.
Objectives – Expectations
Disclaimer
At Green A&E we aim to provide a solution by a given time but recognise this is not always feasible. We can however consistently promise an update. Delivering on this promise keeps our customers informed of the status of their request and provides an opportunity to build trust and demonstrate our understanding and concern for the inconvenience they are experiencing.
Our Service Desk Represents Our Customers In The Field
Our teams provide support for all Green A&E products and services, monitor networks, dispatch field support, and assists in solving network connectivity, and power related issues.
Another responsibility is upgrading or taking on nodes in a new or existing network. We adapt to our customers’ precise service support wishes and requirements, which applies to the support of new and existing infrastructure and potential legacy systems.
The Green A&E Service Desk is reactive and follows strict procedures. Every action must be backed up by a new or existing ticket number. Opening a new ticket is straightforward and can be done online. Monitoring its progress and the entire process is also accessible online.
We know we are not perfect but we want to be among the best.
Over the years we have discovered that effective customer service is not always about knowing the correct answer. Often it is about finding the correct answer.
The two prime objective of the Green A&E Service Desk are:
Furthermore, the our Service Desk provides a central point of contact to ensure that all calls and tickets are followed up and problems resolved efficiently. Summarising:
The Green A&E Service Desk is designed to provide rapid responses to customer queries. It is not intended to be an avenue for detailed product training or network design support.
Responses to queries requiring additional services are directed to the Green A&E Customer Support Team for further follow-up.
Calls that cannot be resolved by the Service Desk on an immediate basis are distributed to personnel with expertise in the specific technology or application.
The Green A&E Service Desk is staffed Monday to Friday from 8:00 to 8:00pm CET and on-call operators are available after hours and on weekends to respond to emergency requests. This provides a 24-hour support service.
Unscheduled (out of SLA) support provided after hours and/or on weekends qualifies as emergency support unless confirmed otherwise in writing or by quote. An additional emergency service fee may be billed per incident along with any travel and materials if applicable on any emergency response calls.
Green A&E expects its customers to develop a certain level of in-house expertise. This is complemented by internal processes for information sharing, basic troubleshooting, escalation and resolution.
Prior to contacting the Service Desk, the in-house expert should make every effort to resolve the problem by referring to the system and network documentation or established site-specific procedures. Not all issues require urgent dispatch.
In-house expertise and troubleshooting procedures are important so that:
At Green A&E we understand that sending a few words in an email is the simplest way for customers to initiate action from our Service Desk. However, such emails are often incomplete and lack critical input. For this reason and in addition to the above, we kindly request that customers follow the set procedures of the Green A&E ticketing system.
We are aware that an issue may also bring an element of urgency or panic. In such situations, using the ticketing system is a more effective alternative to sending a cryptic or incomplete email. We have streamlined the process by eliminating unnecessary bureaucracy and believe the system is user-friendly. Furthermore, it contributes to a more efficient incident processing and resolution.
To efficiently support our customers, Green A&E has launched the “myGreenAE Service Portal” which can be accessed here.
myGreenAE CRM (Customer Relationship Management) is available to Green A&E customers, target accounts and employees. It provides direct access to our CRM systems enabling users to access a variety of information and services including:
Our Service Desk operators communicate with your key demographic, your customers or end-users. As a result, they provide valuable insights and can be a valuable source of information. Their input is crucial in meetings and brainstorming sessions.
We suggest maintaining close communication between our Service Desk staff and all other relevant departments. Their detached perspective can offer a powerful viewpoint that may not be available within the company.
Our multilingual Service Desk as a Service (SDaaS) is a managed cost effective support model where an organization outsources its service desk function to Green A&E. Instead of maintaining an in-house helpdesk team, the company subscribes to our service that delivers user support, ticket management, and incident resolution — typically on a 24/7 (across all time zones) basis and at predictable costs.
Typical services included:
As an extension to our Service Desk, we also provide field services for preventive and corrective maintenance. If you require on-site corrective action our field support engineers execute all activities that require field presence and work under the guidance of our helpdesk.
Contact us if you are looking to efficiently outsource your first-line support and help desk requirements. We welcome any connectivity, IoT and power (micro/pico/nano) network of any size regardless of its geographical spread.
Why organise it yourself when we already have the capability to do it on your behalf?
If you are dissatisfied with our service, Green A&E is committed to rectifying the situation. We welcome your complaint and hope you will allow us to address your concerns. But we would like to receive your complaint in writing. Green A&E has provided a complaint form which can be downloaded from this link. Alternatively, you may submit your complaint in letter format.
At any time please remember the following:
1. Purpose The purpose of this procedure is to ensure that all complaints received by Green A&E are handled promptly, fairly, and transparently. 2. Scope This procedure applies to all complaints from internal or external parties, including employees, clients, suppliers, partners, or members of the public, relating to Green A&E’s operations, services, conduct, or personnel. 3. Objectives 4. Responsibilities 5. Procedure Step 1 – Lodging a Complaint Complaints may be submitted in writing via: The complaint should include: Anonymous complaints are accepted and handled with discretion, though limited information may restrict investigation outcomes. Step 2 – Acknowledgement Step 3 – Assessment and Investigation Step 4 – Resolution and Response Step 5 – Escalation or Appeal If the complainant is dissatisfied with the outcome: Step 6 – Record Keeping and Confidentiality 6. Monitoring and Reporting 7. Non-Retaliation Green A&E prohibits retaliation or adverse treatment against any individual who, in good faith, raises a concern or participates in an investigation. 8. ReferencesGreen A&E – Complaint Procedure For Review
It supports our commitment to ethical conduct, accountability, and continuous improvement in the delivery of our services.
The outcome may include staff training, process improvement, disciplinary action, or other remedies.
Green A&E Service Desk Terms & Procedures
24 x 7 Technical Support
If you have technical questions regarding your existing services or you want to report trouble or an outage, please logon to our CRM or contact our Service Desk for immediate assistance:
Email: noc (at) nwns.org or servicedesk (at) nwns.org or servicedesk (at) mangosat.com or servicedesk (at) greenae.org
Telephone: +1 646 568 7605
If the network functionality is not meeting your expectations and cannot be resolved independently, please contact the Green A&E Service Desk.
The first step is for customers to initiate action by submitting a query to the Green A&E Service Desk. This can be done in three ways:
Summarising:
Green A&E receives all customer calls via a ticketing system. Each new incoming call is assigned a unique ticket number and priority ranking. The call is then responded to based on its ranking. A priority code is assigned as discussed under Call Priorities and Action. The Service Desk operator resolves the issue documents the solution notifies the customer and closes the ticket. If further action is required the operator can escalate the call to Customer Support or Development Support.
Every customer inquiry is important. Ideally, every request received by our support staff would be answered immediately and resolved efficiently. However, this is not always feasible and our customer service representatives will frequently have to prioritise a long list of equally important issues.
While we cannot resolve every problem immediately, we can continue to provide the best service possible by treating each request with the attention and concern it deserves This is why Green A&E has implemented a system to prioritise tickets fairly and address enquiries accordingly.
Call Priority Assignment:
The Green A&E ticketing system uses ‘Priority’ to establish timescales and effort to respond to and resolve an issue (which is a ticket, incident, or service request). Priority is derived from an internally defined impact and urgency priority matrix:
It is important to understand that impact and urgency are not the same. Every customer deserves the same level of attention. The point is that some requests cannot be delayed.
The initial prioritisation is set by the customer (or more generally the request creator). As we do not expect customers to be familiar with all the definitions and attributes required to objectively determine priority levels, final prioritisation confirmation is done by the Green A&E operator. This is done after working with the customer to better understand the exact situation.
It is possible that the initially set priority needs to be updated during the handling of the ticket. Our operator can adjust the prioritisation as necessary.
A Little Bit More Background:
The ticket creator classifies the ticket through the service category options and sets the priority. They can nominate the ticket as a major incident if they believe it is a priority 1 incident. A major incident represents the most significant type of service disruption that warrants specific communications, coordination and handling protocols to ensure a swift restoration of service.
For reference purposes only:
High Priority:
Medium Priority:
Low Priority:
Service Desk Support Charges are typically governed by Green A&E’s standard terms and conditions and the applicable service fee. Alternative terms and conditions may apply if the customer has a valid maintenance or retainer agreement with our company in which case the agreement’s terms will prevail.
Occasionally, customers may require services not covered by a maintenance agreement and therefore considered billable. Examples include:
Radio FrequencyInterference (RFI) is a complicated issue and never part of a SLA unless agreed differently.
Service Calls related to interference are organised differently and charged separately.
Click here to learn more about this subject.
The Green A&E Escalation Process ensures that we provide customers with the means to give an issue broader attention.
Our company is committed to delivering high-quality support to all our customers and partners. If you need to escalate a case our technical or management team is ready and available to help you quickly bring your issue to closure.
Types of Escalation:
The purpose of our escalation management is to bring order, structure and focused management attention to customer situations that could otherwise result in significant customer dissatisfaction or damage to the service provider’s reputation.
When an Escalations Should Be Initiated:
For customers and partners with a valid support services or maintenance contract, an escalation may be initiated at any time after the SLA response time. If you’ve exhausted the standard Green A&E support processes with our teams and are not satisfied with the level or timeliness of service received, you can escalate accordingly. Additionally, an escalation should be initiated when there’s a tangible impact on your service environment or a high risk to business operations
What Is the Process for Escalating a Case:
The entry point into the Green A&E escalation process is through your support case, which is your ticket number. We will not accept escalations solely based on email communications.
This process ensures multiple teams are involved in a consolidated manner. All communication related to the case should be documented in the case notes so that all involved teams can view the issue’s progression.
How Can a Case Be Escalated:
Via Email: Send an email to servicedesk@greenae.org. Ensure you include the following details for an effective event-based escalation process:
Preferred: Through our Service Portal:
You will then be contacted by the assigned manager. We will collaborate to develop a communication and technical plan of action to resolve the issue. The manager will also update your ticket of the case progression.
What Are the Criteria for Closing a Ticket:
An escalation will be considered closed if it meets one or more of the following requirements:
As part of our continuous improvement process, the escalation will be documented and reviewed to help Green A&E determine the steps that led to the escalation and how to prevent a recurrence.
Once resolved to the customer’s satisfaction, the situation is monitored for an agreed-upon period. The escalation team remains on standby and available in the event of a reoccurrence during this time.
If you are dissatisfied with our service, Green A&E is committed to rectifying the situation. We welcome your complaint and hope you will allow us to address your concerns. But we would like to receive your complaint in writing. Green A&E has provided a complaint form which can be downloaded from this link. Alternatively, you may submit your complaint in letter format.
At any time please remember the following:
1. Purpose The purpose of this procedure is to ensure that all complaints received by Green A&E are handled promptly, fairly, and transparently. 2. Scope This procedure applies to all complaints from internal or external parties, including employees, clients, suppliers, partners, or members of the public, relating to Green A&E’s operations, services, conduct, or personnel. 3. Objectives 4. Responsibilities 5. Procedure Step 1 – Lodging a Complaint Complaints may be submitted in writing via: The complaint should include: Anonymous complaints are accepted and handled with discretion, though limited information may restrict investigation outcomes. Step 2 – Acknowledgement Step 3 – Assessment and Investigation Step 4 – Resolution and Response Step 5 – Escalation or Appeal If the complainant is dissatisfied with the outcome: Step 6 – Record Keeping and Confidentiality 6. Monitoring and Reporting 7. Non-Retaliation Green A&E prohibits retaliation or adverse treatment against any individual who, in good faith, raises a concern or participates in an investigation. 8. ReferencesGreen A&E – Complaint Procedure For Review
It supports our commitment to ethical conduct, accountability, and continuous improvement in the delivery of our services.
The outcome may include staff training, process improvement, disciplinary action, or other remedies.
Customer Survey Invitation: Your feedback is vital to our continuous improvement
At our organisation, we are committed to delivering high-quality services and a consistently excellent customer experience. To achieve this, we rely on the insights and perspectives of our valued customers. We kindly invite you to participate in our Customer Experience Survey and share your honest feedback.
Your voice directly influences how we refine our services, enhance our processes, and strengthen the support we provide.
Why We Request Your Participation:
Your feedback enables us to:
What to Expect:
We are mindful of your time and have designed the survey to be clear and concise.
We encourage openness and candour; every response is thoroughly reviewed by our management team.
How Your Feedback Is Used:
We take customer input seriously. The insights we receive inform:
Your contribution helps us sustain a culture of accountability, quality, and continuous organisational improvement.
Begin the Survey
Please click the link below to start the survey: ➡️ Start the Survey
We greatly appreciate your time and input. Thank you for helping us improve and better serve you.
Green A&E Customer Services Charges
Typically, Green A&E standard terms and conditions and the appropriate service fee apply. Other terms and conditions may apply if the customer has a valid maintenance or retainer agreement with Green A&E. In this case the content of the agreement prevails.
When a request is deemed to be billable, the customer is informed immediately so that written approval to authorise the work can be organised and shared. Unless agreed otherwise, the customer will be charged the current Green A&E service rates plus any incidental expenses. The Green A&E Service Desk will inform its customers of the current rate and, if possible, an estimate for the total amount to be billed.
Occasionally, the customer may require services not covered under a maintenance agreement and therefore considered billable (extra). Examples include: