Our Pledge


More than 1 500 experts in 28 countries

  • PMI Certified Project Managers for complex deals
  • Operations experts working 24/7 in “follow the sun” mode
  • Service Design team for tailor-made operating model
  • Best-in-class SLAs
  • Professional Services

We care about you every step of your journey

Delivery

“We appoint a pair of Project Managers (nominal & back-up) who will plan, coordinate and supervise the speedy delivery of your solutions around the world and ensure regular communication”

  • Our Project Managers are located around the globe to best match your working hours
  • In 2019, 86% of our customers tell us they are satisfied or very satisfied with our service delivery
  • Percentage of orders delivered on time in Transmission and IP: average 2019 = 92.7%

Customer Care

“We provide 24×7 Care through our Customer Service Center located in Europe and Asia and state-of-the-art Customer Web Portal functions”

  • Your priority 1* tickets are solved ≤ 24h = 88.2% achieved in Q2+Q3 2019
  • We have Level 2 & Level 3 Experts in “follow the sun” mode in America, Europe and Asia

*P1 = interrupted service, Orange responsibility 

Service Management

“We can provide a Service Manager to support you in the usage of your Orange IC solutions and look after their quality”

  • Our Service Managers are located around the globe to be the closest to you and cater to your needs
  • Customer satisfaction survey score: 82,6% of respondents are satisfied or very satisfied in Q3 2019

Billing & cash management

“We bring you peace of mind with a reliable billing process, a fair, timely and transparent resolution of disputes including fraud ones”

  • In 2019, 90% of our customers tell us they are satisfied or very satisfied with our billing process
  • A Dispute Manager will get back to you about your claim within 2 working days