Support

Post Sales

Network Operations Centre
Telephone Support
On-site Engineering
Remote Diagnostics
Hardware Replacement
Remote Monitoring
Managed Services

Supporting our customers' chosen business technology thereby enabling their businesses to excel within their own market is fundamental to our objectives.

By providing peace of mind with a support service that is customised to our customers' business requirements our maintenance contracts will ensure that support is only a phone call away.

We work with our customers to identify the level of support required for their particular business. Whether it be 24/7/365 remote management or a simple hardware replacement requirement we are aware that 1 size does not fit all, and today's business requirements change all the time, so flexibility is vital.

Our strong vendor relationships allow us to work closely with our vendor partners, where necessary, to provide quick and effective resolutions to customer queries. Our clear escalation procedures provide an effective and consistent response to all support requests.

The following facilities/functions/services are available in any combination as maintenance contracts:

Network Operations Centre - The network operations centre is manned 24/7/365 by fully qualified engineers at all times. The NOC technology enables us to respond to calls and email enquiries immediately. As fully qualified engineers answer the calls at all times day and night, faults and problems can be identified at the time of the first call so the implementing of the appropriate escalation procedure can immediately be set into action.

Back to top

Telephone Support is available 24/7/365 for contracted partners providing customers with the ability to report faults and raise queries at any time within their hours of contract. With access to a full range of hardware spares the team are able to replicate network issues and talk customers through fixes over the telephone.

Back to top

On-Site Engineering contracts provide greater reassurance that engineers will be assigned within the service level agreement to address and escalate faults according to the contracted services.

Back to top

Remote Diagnostics - Where appropriate our bespoke maintenance contracts can involve the use of remote diagnostics allowing our engineers to dial into the customers' network to identify and address problems arising within the network.

Back to top

Hardware Replacement - Simple replacement of hardware spares should faults arise with contracted hardware is available. Bespoke contracts can be agreed should particular service levels be required. Our warehousing facility enables us to provide spares which are tested in our lab facility before they are shipped to site for replacement within the service level terms of that contract.

Back to top

Remote Monitoring - Bespoke monitoring services are available through our Network Operation Centre which is manned 24/7/365 by our team of network and systems engineers. The monitoring services enable us to identify problems with any element of the monitored network, often allowing us to progress escalation procedures to address the problem before any evidence of the fault has been recognised by the customers users.

Back to top

Remote Monitoring offers other benefits such as reporting of activity levels - this in turn allows us to identify potential areas of improvement within the network.

Managed Services - The flexibility of our specialist skills sets and our plethora of engineering skills enables us to bespoke managed services to reflect more accurately our customer requirements, whether it is one element of the customers network that requires 24/7 monitoring and adds moves and changes

Back to top