Our service level agreements (SLA) offer the level of service that you and your tenants deserve.
You can reach our toll-free customer hotline from Monday through Friday 8am to 6pm at 0800 – 550 555 702. The support can answer all questions and solve any problem regarding your internet connection or other Hotzone services. Outside our regular business hours, you can reach our support via email to support@hotzone.de
Based on our service level agreement we will take care of quick solutions to your issues. You can decide for yourself what level of support you want. We offer three different SLAs, which include the following services:
- -Toll-free customer support hotline during business hours
- -Toll-free solution via remote support
- -Exact measurement of downtimes by trouble tickets
- -Complimentary hardware replacements
- -On-site assessments free of charge
- -Extended service hours on weekends and holidays
Our Network Operation Center (NOC) performs a 24/7 monitoring of all active key components, in order to provide proactive management of the whole network. Our network management system automatically informs service technicians about any upcoming issues, which helps our personnel to eliminate faults immediately.
Our main objective is to offer high-performance network services. Optimization of network traffic streams allows an increase in quality of interactive services. At the same time, we need to assure that single users do not, consciously or unconsciously, affect the network quality experienced by all others. In order to trace the root cause of issues, detailed statistics for limited time ranges are essential. Our network management keeps track of several key performance indicators at all times in order to optimize the overall quality of experience.
Do you want to see for yourself how your tenants utilize the internet? We offer you, the landlord, a portal that allow insights into usage statistics, lets you access information about the network connectivity, and provides you with support ticket reporting. It even gives you details about how long customers have to wait for a response or repair of their service requests.
We are the internet service provider who offers internet access to your tenants. Therefore, we take full responsibility for all topics regarding the current legal situation following the Telemediengesetz (TMG). You do not have to take care of provider liability, "Stoererhaftung" (Breach of Duty of Care) or date retention.
In case of legal changes that relate to our technology or hardware, we will inform you as soon as possible, in order to find a joint solution.