Commitment and Value

“ Our customers are our priority.

Delivering on expectations and real-time feedback on performance is critical to Fiberail’s relationship with its customers.

Fiberail’s National Control Centre (NCC), a centralised monitoring hub located at KTM Berhad’s main railway station in Kuala Lumpur, is dedicated to providing customers with a support system 24x7, all year round.

Customers can also call the NCC Help Desk to report on network outages. The NCC coordinates with the nearest Operation Centre (OC) to attend to network faults and remedy the situation in the fastest possible time.

Data collected pertaining to the fault is reported to the customer immediately and the NCC Help Desk provides updates on the status of the fault restoration every 30 minutes until the fault docket is closed.

The NCC is equipped with a state-of-the-art Network Management System (NMS) that monitors Fiberail’s integrated network. The NMS, complete with a “switch-over facility function,” incorporates the integrated network management functionality. It is able to detect faults along the trunk network instantly, allowing Fiberail’s highly skilled technical team to respond immediately.

Fiberail has 20 OCs located across its vast network; their key functions include periodical systems and network management maintenance and fault restoration.