Information about provided repair service

Repair service is provided non-stop with an immediate start of dealing with a defect and guaranteed time for starting activities aimed at defect clearance of 4 hours from the defect origination.

České Radiokomunikace a.s. provides supervision of the provided service quality and this supervision is performed non-stop, 24 hours a day. All network elements are monitored from our state-of-the-art equipped Centre for network and service management, which operates non-stop. This location also serves as a Help-Desk for customers of ČRa. Customer-oriented integrated supervisory system, completed with management and supervisory systems of the individual technological layers of the network, is the main supervisory tool. The technologies in use make it possible to monitor and evaluate selected operation statistic, remotely monitor user links, including terminal devices and dynamically control transmission rate capacity. ČRa service infrastructure includes processing rooms, designated for Server-Housing, Web-Hosting services, DNS server backup and other server services. These rooms are directly connected to the backbone network of České Radiokomunikace a.s.

Network control centre services include a 24-hour “hot line” service. This service is designed to actively support user when dealing with possible problems, connected with the network operation (including problems on the part of the user). The Centre for network and service management of České Radiokomunikace a.s. is located in Prague 6 – Strahov and it is equipped with the state-of-the-art technology required for network monitoring and management.

České Radiokomunikace a.s. Help-Desk continually monitors the state of the network, performs network connection parameter settings, including telecommunication circuits and organizes clearing of possible defects. In case of a problem occurrence it discusses solution options with the user. Should the user have any doubts about the operability of the telecommunication circuit or service, the user shall check, in harmony with his abilities, the operability of local equipment, cables, power source and other external influences. If no apparent defect is discovered in the circuit and terminal device installations, the user shall announce his doubts about the communication operability to the Help-Desk of České Radiokomunikace a.s. and a subsequent consultation shall specify the defect.

Planned downtime of the data network devices shall be organized only in unavoidable cases by České Radiokomunikace a.s. Help-Desk of České Radiokomunikace a.s. shall announce the day and approximate time (afternoon, morning, night...) of the planned network device downtime, including its impact on the user’s connecting link or service operability to the control site of the user at least one week in advance. Specification of the start and end times of the downtime shall be announced by phone or in written by the České Radiokomunikace a.s. Help-Desk to the user’s control site three calendar days before the planned downtime at the latest.

---