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Hermes Datacomms troubleshoots for Angola-based client

When Hermes Datacomms' Angola-based client experienced prolonged outages due to civil engineering works, Account Director Bill Green and his team negotiated a resilient alternative with the local service provider and Angola Telecom.
Bill Green, global account director, Hermes Datacomms

Wide Area Communications specialist Hermes Datacomms is used to working in difficult, hostile and remote environments but on this particular occasion, the environment was more challenging than usual, stated  Account Director Bill Green.

The implementation of the diverse routing although costing us in financial terms has been paid back in customer confidence, which we consider a far more valuable commodity

Hermes Datacomms has reportedly provided its client, a major E&P company, with a leased line service to Luanda, Angola since November 2011. Recently, the service experienced some prolonged outages due to civil engineering works resulting in frequent fibre optic cable cuts.

According to  Green, Hermes has full responsibility for the end-to-end Service Level Agreement. Although the cuts were outside of Hermes’ direct responsibility, the company is fully committed to the SLA, stated Green.

Hermes Datacomms dispatched Barry Bouwmeester, Africa Business Development Manager and Johan Lepen, Service Account Manager, to Angola to negotiate a resilient path option with both a local service provider and Angola Telecom.

Commenting on the situation, Account Director Bill Green said: “We, at Hermes, were disappointed professionally that the service was suffering, even though the causes were outside our control. Nevertheless, we take our SLA commitment to our clients very seriously and the implementation of the diverse routing although costing us in financial terms has been paid back in customer confidence, which we consider a far more valuable commodity”.