Keeping the Heartbeat of Your Business Healthy
All support calls are handled by our e-helpdesk to ensure our SLA’s are adhered to for faults, repairs, moves, additions and changes
Customer Support
All support calls are handled by our e-helpdesk to ensure our Standard Response Times are adhered to for faults, repairs, moves, additions and changes. Support calls can also be raised directly with your Dedicated Account Manager who can – if necessary, escalate your enquiry if it is high priority.
Standard Response Time
| High – Target Response 4 Hours | System/Application Down: High impact on significant business areas or specific VIP users. Phone system failures, Whole department or large groups of users unable to continue with work |
|---|---|
| Normal – Target Response 8 hours | System/Application Problem: Minimum impact, a group of users or individual user is experiencing system or business application problems but are still able to work, Phone system performance issues without failure. Priority/business critical work is not seriously affected |
| Low – Target Response 48 Hours | Minor System/Application Problems/Advice & Guidance: : Low impact and urgency. May cause inconvenience to user. Work-around possible. No direct affect on routine work. General advice and guidance |
Reliability Guarantee
Should any telephone equipment supplied and installed by us fail to perform to the manufacturer’s specifications we will guarantee to replace it with the same or similar features and capabilities. Please contact your Dedicated Account Manager in the first instance who will be happy to support you.
Testing & Termination
After the installation of your telephone equipment we will conduct a full service test to ensure your service and equipment is performing correctly and that the system is configured according to your business requirements
