Support

Company TTK provides the highest level of customer service, guaranteeing high quality of services provided.

The after-sale maintenance program is implemented through an integrated round-the-clock Coordination Centre and includes:

 

  • Maximally operative response to all customer requests
  • Round-the-clock customer support
  • Experienced and responsible specialists with a knowledge of the Russian and English languages
  • Centralized monitoring of the network and network facilities conducted via the Main Network Control Centre and 17 regional centers;
  • Management and coordination of activities aimed at neutralization of emergency situations as quickly as possible;
  • Notification of routine maintenance for current repairs or telecommunication system improvement
  • Coordination of regional customer support services activities.

 

The functions of technical and customer support are performed by the Department of Customer Support of the Division of Technical Operative Administration of the Operations Department.

Telephone: +7 (495) 784-66-77, 500-31-77;
Fax: +7 (495) 785-49-55, 784-67-29 (Monday-Thursday 9:00 a.m. -6.00 p.m., Friday 9:00 a.m.- 4.45 p.m.)
E-mail: helpdesk@ttk.ru;

Head of Department: Dmitry Yevgenyevich Belskiy
Direct telephone: +7 (495) 784-67-64
E-mail: d.belsky@ttk.ru


Support approaches:

  • The customer support department is the customer’s representative in the company structure
  • The customer support department is the company representation to the customer
  • The customer’s issue is the company’s issue
  • Individual work with each customer.

 

The customer support department includes:

Round-the-clock customer support service

This service has the following functions:

 

  • Round-the-clock receipt and processing of customer requests
  • Registration and tracking of all customer requests
  • Technical consulting
  • Problem escalation to company management

 

Service Manager: Dmitry Vladimirovich Popov
Telephone: +7 (495) 784-66-77, 784-66-70 ext.8*5629
E-mail: d.popov@ttk.ru

Customer information support service

This service has the following functions:

  • Notification of customers of upcoming planning and preventive activities
  • Agreement of planned customer communication interruptions and control of work execution times
  • Coordination of problem-solving related to Company voice and IP services
  • Monitoring compliance with the terms of contracts and agreements
  • Control of the work of regional customer support services
  • Preparing reports for company management

 

Service Manager: Sergey Aleksandrovich Chernov
Telephone: +7 (495) 784-66-77, 784-66-70 ext.8*5593)
E-mail: s.chernov@ttk.ru


VIP customer support telephone +7 (495) 784-64-65

This service has the following functions:

  • Participation in negotiations with VIP customers at the stage of contract signing
  • Monitoring of timely problem solving for VIP customers
  • Maintenance of information exchanged with VIP customers, informing VIP customers of problem-solving progress, as well as of all issues arising on the part of the customer during service use.
  • Providing VIP customers with reports on interruption of service for an agreed period
  • Determination of VIP customer needs for the purpose of proposing solutions that meet those needs.

 

The list of VIP customers is approved monthly by the Head of the Company Commercial Department.

Service Manager: Viktor Andreyevich Novikov
Telephone: +7 (495) 784-64-65, +7 (495) 784-66-70 ext. 8*5565,
+7-916-323-45-24 (mobile)
E-mail: v.novikov@ttk.ru