Experience

Service & Delivery

Fast Delivery: Punctually and promptness in installation is the key factor which enables BD link to maintain its excellence standard in servicing customers with a team of technically well trained and service minded staffs. The standard time of our service installation is negotiable and flexible according to customers’ requirement.

First In Service Test

Prior to the delivery of network circuit to customers, assessment must be made to ensure that the circuits are achieved quality standard by the latest universal standard test equipments used for fiber optic and copper wire production plants as well as all pre-install equipment testing.

International Standard Equipment

BD Link chooses the best selection of cable lines and equipments from reputable manufacturers with universal industrial standard. Selection is made from stipulating cable and equipment specifications with manufacturer and assessment and examination by BD Link’s team of experts. Customers can be assured that they will have the finest selection of cables and equipments especially selected by our team of experts

Service Level Agreement (SLA)

BD Link operates a Support Request System (SRS), which is available via the internet, by email (noc@bdlink.com.bd) and by the Telephone (+8801755648484) 24 hours per day, 7 days per week. BD Link’s qualified personnel monitor the SRS and Manage the fault resolution process cooperating with the upstream provider’s Network Operation Centre (NOC).

BD Link guarantees that the Service availability will be greater than 99.99% within the billing period of related month.

• Mean Time to Repair (MTTR)

• BD Link will immediately diagnose and resolve the problem within 30 (thirty) minutes of response time for Critical and four to eight hours for Major issues. BD link will provide detail incident report with root causes for every Critical and Major tickets which must satisfy client. At the same time NOC will give cyclic report by email/SMS in every 30 minutes to the client if any case goes above 30 minutes for resolving the issue.

• Escalation Process

• If support requests have not been resolved within their resolution targets, the requests MUST be escalated by the assigned engineer to the ‘Emergency Contacts’ as mentioned below;

  1. Email: Send an email to “noc@bdlink.com.bd
  2. Telephone: Call the 24X7 Emergency Hotline on +8802 8332548, +880 1755648484
  3. FAX: Send a Fax to +880 2 8333275

Monitoring

• Preventive Maintenance:

  Non-stop network monitoring to ensure continuity and availability of our network is first on our agenda; hence, continuous preventive maintenance system is regularly set to minimize potential failure even during normal operation. Another vital unit is the Network Quality Team that examines every minor area but contributes significant result as to ensure the stability and safety of the entire system and network whereby the main 4 areas are as follows:

  1. Customer Site : Our team of expert, with prior appointment, will inspect customer’s premises to ensure that equipments and parts installed are operating smoothly and are prompt to receive feedback or comment from customers for further improvement.
  3. Node : is the connecting point of core network and sub-networks. It is crucial to have equipment maintenance including influential environmental aspect that might affect data communication service i.e. maintenance of air conditioning to ensure that temperature and humidity are within the required standard, ensure that electrical power and backup are in place and ready at all time and that all network equipment are in good condition.
  5. Last Mile: This is the delivering connectivity service to customer’s internal and external premises with operating team to inspect connectivity at all time. Instantaneous remedy will be taken before there is any effect on connectivity services when failures occur.
  7. NOC: BD Link´s NOC serves as the customer entry point for all service outage reports and other service related faults. We are staffed by customer service professionals specialized in the Telecommunications industry, all with technical backgrounds and customer management training, and fully integrated with the network surveillance and Fault Resolution.
• BD Link´s NOC has a staff of experienced network engineers with 24x7x365 working schedule.
• Able to communicate effectively in English.
• Reform and adjust the system within 3-4 hour.
• Feedbacks will be periodically given to customer as per the standard procedures.
• Email: Send an email to “noc@bdlink.com.bd
• Telephone Call the 24X7 Emergency Hotline on +8802 8332548, +880 1755648484
• FAX Send a Fax to +880 2 8333275