We are excited to introduce Kube Total Care, our brand new 24/7 customer care solution.
Kube Total Care gives you access to our support teams around the clock, every day of the year. This means you’ll get much greater support than what our standard office-hours package offers.
Customer Support, Any Time You Need It
Our Kube Total Care service is designed to enable you to log business critical faults or “P1 incidents” at any hour of the day. A P1 can be defined as any fault that results in:
the loss of a critical service affecting multiple sites
the loss of critical service for all users within a single site
the complete loss of access or functionality to a critical service
the degradation of multiple critical services
During out-of-hours you can access Kube Total Care by calling our Service Desk team via 0344 873 4488 (Option 1).
This is a chargeable service, and you can choose to opt out at any time. For full details of pricing and how to opt out please read our latest blog by clicking the button below.
Kube Total Care provides excellent value support to all of our customers, regardless of the services they receive and we are confident that this new addition to our customer care offering will enhance your experience with KubeNet.
Kube Total Care: Out Of Hours Cover
The following table breaks down your Kube Total Care coverage, including any exceptions which are carrier dependent.
Product/Service | Resolution of P1 Incidents | Log incident for handover to in-hours team | Notes on out-of-hours service |
ADSL/SoGEA/FTTC/FTTP | Yes | Yes | Covers outages and service loss or degradation |
EFM/Leased Line | Yes | Yes | Covers outages and service loss or degradation |
Firewalls | No | Yes | Covers outages and service loss or degradation |
Geo Inbound | Yes | Yes | Covers outages and service loss or degradation |
Hosted Voice | Yes | Yes | Covers outages and service loss or degradation |
IT Services | No | No | This product is not covered by Kube Total Care |
Microsoft 365 | No | No | This product is not covered by Kube Total Care |
Mobile | Yes | Yes | Covers outages and service loss or degradation |
Network Alerting/Monitoring | No | Yes | Covers outages and service loss or degradation |
PBX | Yes | Yes | Covers outages and service loss or degradation |
Managed Routers | Yes | Yes | Covers outages and service loss or degradation |
Layer 2 | Yes | Yes | Covers outages and service loss or degradation |
WLR /ISDN | Yes | Yes | Covers outages and service loss or degradation |
SIP | Yes | Yes | Covers outages and service loss or degradation |
Kube Total Care Pricing
Prices for Kube Total Care are calculated based on your current subscription value of services on your monthly bill. Please refer to the below table.
Monthly Billing Amount | Monthly Cost |
Less than £500 | £6.99 |
Between £500 and £1000 | £9.99 |
Between £1000 and £2000 | £12.99 |
Between £2000 and £5000 | £15.99 |
More than £5000 | £19.99 |
Kube Total Care is live effective October 1st with first billing in your November invoice. You can opt-out of this service any time by emailing our business support team at sales.support@kubenet.net. If you choose to opt-out and do have to raise an out of hours P1 you will be charged at our normal remote support rates as outlined in our Customer Service Plan.
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