Frequently Asked Questions
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WHAT DO YOU MEAN BY “TRULY UNLIMITED SUPPORT”?
We can answer that simply by providing you with the facts. In 2020 our keep performance indicators were; 15 Minute Average Ticket Response Time, 12 Second Average Answer Time for phone calls and a 5 hour average issue resolution time.
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HOW QUICKLY DO YOU RESPOND TO REQUESTS FOR ASSISTANCE?
We can answer that simply by providing you with the facts. In 2020 our keep performance indicators were; 15 Minute Average Ticket Response Time, 12 Second Average Answer Time for phone calls and a 5 hour average issue resolution time.
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DO YOU OFFER OUT OF HOURS SUPPORT?
Yes, we have out-of-hours, extended hours and 24/7 support available, on an either inclusive or billable basis depending on the support package taken by our clients.
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DO YOU OFFER SERVICE LEVEL AGREEMENTS?
Our services are primarily aimed at business located with their main offices in the Greater London area, but our services are available for multi-site clients with locations across the UK.
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DO YOU SEND IT SUPPORT ENGINEERS TO MY OFFICE IF NECESSARY?
Not a problem! Either your named Technical Account Manager or one of our product specialists are always available for visits when necessary. Which it will be depends on the issue, which could simply be for routine maintenance, specific support issues or ad-hoc projects. And we have regular review visits with all of our clients also.