TMC Communications - Rapid Response Guarantees

Fast, Accurate Service... We Guarantee It!

Introducing TMC's Rapid Response Guarantees

We are committed to making sure that your relationship with TMC meets or exceeds your expectations.

We are continually working on ways to provide you with the fastest service and easiest access to information. In just a few months, we will launch our e-billing system which will allow you to log onto the TMC website to view your bill, in addition to other exciting new features. Included in the new e-billing system are tools that allow you to analyze your calling patterns and create customized reports. With the click of a mouse, you'll be able to view calls by state, average cost of call by call type (intrastate, interstate, etc.) and view the number of minutes used on your 800 numbers.

While we can't control some things, like the occasional carrier outage, we will be there every step of the way, day and night, to get your systems back up and running. A live, knowledgeable customer care representative is available to assist you 24/7. If you ever have a problem you need resolved, we guarantee that we will work to solve it.

What does the Rapid Response guarantee mean?

Provisioning

Stay informed throughout every step of the provisioning process. Email notifications will be sent to you and your Agent Representative throughout every step of the installation process to assure a smooth, successful and fast installation of services.

Order Confirmation
Letter and email confirmation after your submitted order is credit-approved.
Order Validation
Email confirmation of circuit configuration, delivery address, order specifics and anticipated FOC dates.
FOC Date Notice
Email with dates for loop installation and estimated circuit install.
Test & Turn up Notice
Letter sent to you which includes circuit ID, escalation list, TMC contacts, confirmed turn-up date.
Circuit Ready
Your circuit will be up and running within 30 days from order validation.

Repair

Catastrophic Event / Carrier Outage
If a major event causes an outage, we're on top of it. We send out a notification every 60 minutes until the service has been restored. We continue to update you as we receive notification from the carrier.
Impaired Service
If service is impaired, TMC will contact you with a resolution plan within two hours. We will continue to update you every two hours until the issue is resolved.

Bill Resolution

If there is ever an issue with your bill, we resolve it within days, not months or years like most carriers. TMC will assess the problem and deliver a resolution plan to you within 48 hours.

How do I invoke the guarantee?

Call us! If any service is not delivered as promised, call us anytime day or night. Someone is always available to take your call and assist you with anything you may need. We are a flexible, customer-focused organization. Every TMC employee is empowered to assist you!