Imperial Internet Customer Service — Operational Guide and Best Practices

Executive summary

Imperial Internet’s customer service is designed around predictable, measurable outcomes: sub-90-minute mean time to repair (MTTR) for Priority 1 incidents, a target first-call resolution (FCR) rate of 78%, and a customer satisfaction (CSAT) baseline of 4.5/5. These targets are realistic for a mid-size ISP supporting both residential and business customers and reflect industry benchmarks from 2018–2024. The emphasis is on rapid incident containment, clear escalation, transparent billing, and a documented self-service layer to reduce repeat contacts.

The following sections lay out contact channels, Service Level Agreements (SLAs), technical troubleshooting flows, staffing and training expectations, pricing and billing details, and measures used to continuously improve. Where sample phone numbers, addresses, pricing and URLs are provided they are marked as example data and can be adapted to local regulatory or operational constraints.

Contact channels, hours and immediate accessibility

Multiple channels reduce time to resolution and improve CSAT. Imperial Internet supports 24/7 Network Operations Center (NOC) monitoring with staffed phone and chat from 06:00–24:00 local time for front-line customer service. Emergency technical phone routing switches to the NOC after hours. Typical contact modalities and primary endpoints (examples) are listed below for operational planning and customer-facing documentation.

• Phone (example): +1-800-555-0100 — Technical support (24/7 NOC for outages), Sales: +1-800-555-0101 (06:00–24:00 local).
• Email (example): [email protected] — monitored ticketing queue with SLA acknowledgements within 30 minutes for Priority 1 and 4 business hours for Priority 3/4.
• Web and Self-Service (example): www.imperialinternet.example/support — knowledge base, outage maps, and ticket creation. Chatbot available since 2019; live chat staffed 06:00–24:00.
• SMS/WhatsApp (optional): opt-in two-way notifications for outage alerts and ticket updates; average response within 45–60 minutes during staffed hours.

Each channel integrates with the ticketing system (see ticketing section) so customers get a single ticket number regardless of how they contact support. Channel metrics are tracked separately (AHT, abandonment rate) to prioritize investment — for example, reducing phone abandonment below 3% and chat abandonment below 5%.

Service level agreements and performance metrics

Imperial Internet offers tiered SLAs. Residential plans include a 99.9% monthly uptime target, while business-class SLAs are contractually 99.95%–99.99% depending on the plan. Example retail pricing tied to SLA: Residential 100 Mbps at $49.99/month (no SLA), Business 100 Mbps at $149.99/month (99.95% SLA with 4-hour on-site response in covered markets), and Dedicated 1 Gbps at $129.99/month with a 99.99% SLA under a 36-month term. Installation and one-time setup fees (example): $99 for standard residential install, $249 for expedited business install.

Operational metrics tracked weekly and reported monthly include: average handle time (AHT) 6:30, FCR 78%, CSAT 4.5/5, Net Promoter Score (NPS) 32, mean time to detect (MTTD) for network incidents under 15 minutes via automated monitoring, and MTTR 90 minutes for Priority 1 incidents (network-wide outages) on average. These KPIs drive staffing, automation, and escalation rules.

Ticketing, escalation and resolution workflow

All customer contacts create a ticket in the centralized system. Tickets are automatically classified by severity, then routed to the appropriate queue: Residential Tier 1, Residential Tier 2 (field tech scheduling), Business Technical Support, NOC, or Billing. Automated rules use device telemetry where available (modem signal levels, CMTS logs) to pre-populate diagnostic fields and reduce troubleshooting time.

• Tier 1 (Frontline): Acknowledge within 15 minutes, target resolution 0–72 hours depending on issue. Tasks: basic resets, remote provisioning, account verification. Escalate at 30 minutes for suspected network incidents.
• Tier 2 / Field: Acknowledge within 1 hour, on-site response target 4–48 hours based on SLA and priority. Tasks: line testing, wiring, CPE swap. Escalate to NOC for suspected upstream issues.
• NOC / Priority 1: Acknowledge within 5 minutes for system-detected outages, target MTTR 90 minutes for core network failures, 4 hours for regional aggregation failures.
• Billing & Retention: Billing disputes acknowledged within 24 hours, full investigatory response within 7 business days; retention offers are standardized and tracked by churn impact models.

Escalation matrices include named roles and phone/email escalations for critical outages. For example, a regional outage triggers automatic SMS to on-call engineering and a conference bridge within 10 minutes of detection.

Technical troubleshooting and self-help

An effective self-help layer reduces contacts by up to 30%. Imperial Internet maintains a knowledge base with 120+ articles, step-by-step modem diagnostics, speed-test instructions (recommended servers and settings), and a fault-isolation flowchart. Typical self-help scripts guide customers through power-cycling, signal-level checks, and verification of external wiring before scheduling a field visit.

For technicians, standard operating procedures (SOPs) include CMTS per-port diagnostics, upstream/downstream SNR target ranges (downstream SNR > 30 dB preferred), acceptable upstream power levels (40–51 dBmV), and escalation triggers when thresholds are outside spec. Technicians log measurements to the ticketing system; repeat trips within 30 days are refunded or waived under a first-visit-fix guarantee for business plans.

Pricing, billing transparency and retention policies

Clear, itemized invoices and predictable pricing reduce disputes. Key billing items: monthly recurring charge (MRC), equipment rental $9.99/month (or one-time purchase at $149), installation fee, optional static IP blocks ($10/IP/month), and optional Service Assurance add-ons ($29.99/month for 24/7 priority support). Early termination fees apply per contract: typical 24-month ETF equals remaining months × 50% of MRC, waived for service-affecting SLA breaches over a sustained period.

Retention uses data-driven offers: for example, customers at high churn risk (usage drops >30% and CSAT <3.5) are automatically routed to a retention specialist who can propose discounts up to 25% for 12 months, hardware credits, or upgraded bandwidth with a 12-month commitment. All retention offers are logged and A/B tested to optimize long-term revenue and reduce one-time acquisition losses.

Physical locations and primary contact (example)

Corporate and regional presence supports rapid field dispatch. Example headquarters and regional contacts (example data): Imperial Internet HQ — 1000 Imperial Plaza, Suite 800, Harbor City, CA 90001. Main switchboard: +1-800-555-0100. NOC direct line (example): +1-800-555-0199. Business account managers have direct-dial numbers provided in enterprise contracts.

Local field hubs are distributed so 90% of service addresses in metro areas can be reached within the SLA on-site window (typically 4 hours for business tiers). Physical hubs store spare modems, fiber repair kits, and test gear; inventory targets are calculated by mean failure rate and seasonal demand with a 30% buffer for high-incident months (winter storms).

Measuring success and continuous improvement

Success is measured by a combination of customer-facing KPIs and operational efficiency metrics: CSAT, NPS, churn rate, AHT, FCR, and MTTR. Monthly executive dashboards track trends and trigger remediation plans when any metric deviates by more than 10% from targets. Quarterly business reviews (QBRs) with enterprise customers include SLA performance, incident post-mortems, and roadmap alignment.

Continuous improvement cycles use root cause analysis (RCA) for P1 incidents, monthly playbook updates, and a training cadence: new-hire onboarding for support lasts 4 weeks with certification, and quarterly refresher training focuses on new hardware, software tools, and soft skills to preserve a CSAT target of 4.5/5 or higher.

How to pay internet bill online we?

Paying your internet bill takes a few easy steps:

1. Sign up or log in to JumiaPay using your email address and password.
2. Select ‘Internet Bill’ from the list of services.
3. Select “WE DSL” from the list of network providers.
4. Enter the phone number associated with your internet network.

Does Imperial have free WiFi?

Free Wi-Fi is available throughout the college via Sky Wi-Fi via The Cloud. Connect to The Cloud by searching for Wi-Fi networks on your device, connecting to the ‘_The Cloud’ network and following the instructions that show on screen. For more information visit Sky Wi-Fi.

Can you get free WiFi without paying?

Free Public WiFi
There are countless free public WiFi hotspots across the country. They’re available in local libraries, coffee shops, bus stations, community centers, and more. However, you should always be cautious about using an unsecured, free WiFi network because it could leave you vulnerable to a cyberattack.

How to connect to the internet service?

Connect to Wi-Fi by going to your network settings, turning on Wi-Fi, and selecting your network name. Connect to ethernet by using an ethernet cable to connect your computer to your router or modem. Connect to dial-up by plugging in your modem to the phone jack, then connecting the modem to your computer.

What’s the best way to contact Imperial Internet?

Crystal Clear Calls, Every Time — Powered by Imperial Internet. ☎️(855) 865-5332 📩[email protected] 🌐www.

How to pay imperial internet?

Imperial Internet accepts the following payment methods:

1. Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron.
2. Imperial Internet features a Fast Checkout option, allowing you to securely save your credit card details so that you don’t have to re-enter them for future purchases.