Customer Service

Frequently Asked Questions

AFR-IX Telecom is committed with the best customer service for our Clients. We are available to you 24 hours all year. You can reach us by those channels: Phone, Email and Skype.

Customer Care Questions

Who is my Account Manager?
In order to provide a quick response time possible, we do not assign just a single contact to your account. However, you can always call your main sales contact. If you have an urgent issue, just call or email us anytime (our customer service is available 24 hours a day). Any of our customer care staff can view your account information and address your question.

What is a Service Level Agreement (SLA)?
SLA is a contract between AFR-IX telecom and the client that defines the quality level of service expected from us. In that sense, we are committed to meet quality standards and we are penalized otherwise. For instance, AFR-IX telecom is committed to offer a latency goal. If it is not met, the client will receive a discount on the billing. The further away the objective is, the greater the discount. AFR-IX telecom is offering one of the best SLAs in the industry and country. You can see SLA listed under each Product Sheet.

How do I request a claim based on a SLA?
If you want to initiate a claim, you need to contact your Account Manager in the first 7 days of the month. The claim must contain: a) name of the client and contact details; b) the beginning and end date of the claimed outage or failed metric of the ticket number; c) a brief description of the characteristics of the claimed outage or failed metric. The client will receive an email with the resolution. If approved, AFR-IX telecom will compensate the amount on the next billing. It will not be returned by cash.

How do I cancel my contract?
If you wish to cancel your contract, you must notify by email to your Account Manager. Remember that the initial minimum commitment period for each service shall be 12 months (terms in the contract). Upon expiration of the initial Period term, the service shall be automatically renewed on a yearly basis with the same terms unless a prior termination notice of 30 days.

Billing Questions

How do I contact Billing department?
You can contact your Account Manager, email to billing@afr-ix.com or call to your closer office.

Where should payment be sent?
Payment information is included In your invoice. Please use either that information or contact our Billing department with any further question. billing@afr-ix.com

What will my monthly invoice look like?
As AFR-IX telecom offers simple services, your monthly invoice will have just a single line item for every charge. You won’t see any strange charge, local loop fees or other hidden costs.

Technical Questions

How do I contact Technical Support?
You can email to noc@afr-ix.com, call through Skype at NOC Afr-ix or call to +34 93 394 19 01. AFR-IX telecom support is available to you 24 hours a day . Our support engineers will respond and open a trouble ticket to keep track of your inquiry until resolution.

Is it important for me to keep my contact information up to date?
For sure! In case our Network Operations Center (NOC) needs to contact you for any issue or do any maintenance, you must have the information us to date. We monitor your connection 24 hours a day to ensure a reliable service.

How do I change my contact information?
If you need to change your contact information, contact your Key Account Manager.