Customer Care & Support Services
The Gulf Telecom Service Management Centre (SMC) is a helpdesk available
24 hours a day, seven days a week, which aims to get our customers’
communications up and running to optimum levels in the quickest possible
The company is structured to provide the appropriate level of expertise
in several areas with reporting and escalation procedures in accordance
with BS EN ISO 9001 quality systems.
The communications link, including space segment and overland circuit
is closely monitored by the earth station personnel. The SMC will
perform a remote health check, twice weekly, on each multiplexer associated
to the circuit.
For technical support from the helpdesk contact
Tel: +965 2468
Fax: +965 2468222
The SMC will co-ordinate
active faults in association with site engineers, third party service
providers and the customer. Fault updates, escalation and closure
will be notified to customer representatives.
system knowledge base of faults is maintained on software, enabling
fault histories for equipment by asset number and location to be archived.
This is used to identify recurring faults, generate statistics on
hardware reliability and update our customers regarding system performance.