GO introduces new customer promises for residential and business customers

New commitments set out service standards covering connectivity, support, fault resolution and business continuity

GO plc has unveiled two new Customer Promises setting out the service standards residential and business customers can expect from the company.

The commitments form part of GO’s wider brand campaign, Trusted Partner for Everyday Life, and distinguish between the needs of households and those of businesses.

For residential customers, the Household Customer Promise covers the experience from connection through to ongoing support. It includes a 30-Day Try & Buy period for Internet, TV and mobile subscriptions, during which customers can cancel without obligation.

GO is also committing to same-day connection where possible. Where installation cannot be completed on the same day, the company says it will provide an interim connectivity solution where available.

The promise also sets out commitments relating to network maintenance and service faults. Customers will be notified in advance of planned maintenance, while unexpected faults will be subject to defined response and resolution timeframes. GO says it will provide an alternative connectivity solution within 24 hours and aims to resolve standard faults within two working days.

Where an outage extends beyond the stated timeframes, GO will provide a loan device and a pro-rata credit, subject to the terms of the promise.

Residential customers can contact GO around the clock through WhatsApp, Messenger, online chat, email and phone.

“Trust isn’t something we ask our customers for, it’s something we have to earn, every single day. With this Customer Promise, we’re putting our commitments to residential customers in black and white. We want every household in Malta to know exactly what to expect from us, and to feel confident that we’ll deliver on it,” said Alison Mercieca, Chief Commercial Officer at GO plc.

On the other hand, GO Business Customer Promise is designed around the different operational requirements of businesses, from small enterprises to organisations operating across multiple locations.
Under the promise, GO pledged that after assessing a business’s specific operations and requirements, it will support them as their technology requirements change, bringing together services including connectivity, mobile, networking, devices, cybersecurity, cloud and smart solutions.

The business promise also covers security and continuity, including support for cybersecurity, secure networking, surveillance, access solutions and managed services.

Where a service is affected, GO says it will communicate with the business and work towards restoration in line with the applicable service commitments, while considering continuity options where available. Businesses with more critical operational requirements can also access enhanced support, defined service levels and resilience solutions.

“No two businesses run the same way, so a one-size-fits-all approach doesn’t work. This promise is about taking the time to understand what each part of a business depends on,” said Ayrton Caruana, Chief of Business at GO plc.

Both Customer Promises are effective immediately and apply to existing and new customers. Full details of the Household Customer Promise and GO Business Customer Promise are available on GO’s website.