Full Service Desk Integration

To complement our Monitoring services, all Incoming support requests for infrastructure and network issues will be centrally managed via our UK based, highly certified Service Desk. Which works along side our Network Operations Centre (NOC), supporting both Clients in the UK and globally, 24*7*365

Remote and On Site Support

Incidents will be managed 24x7x365 via our remote, UK based service desk and Network Operations Team. Following investigation by our 3rd line team, if resolution is not possible or parts are required, we can also provide on site support. Our on site support team works closely with vendor/manufacturer support and our break fix and warranty partners 

Market Leading Process and Tools

All technical teams are bound by our strong process and procedure maturity which we have continually developed over 20 years, and by our market leading accreditations such as SDI 4*, ITIL, Prince and our Vendor/technology accreditations.

All services are underpinned by the use of world class ITSM and Monitoring tools to ensure complete management and reporting.

We also routinely work with technology 3rd parties / vendors where product or hardware specific technical expertise is required

Break Fix and Warranty Management

To complement our service lines we offer dedicated warranty management and break fix contracts.

Ensuring parts a readily available for all key elements of infrastructure, particularly any aged or older equipment, is not only best practice, but also ensures that any downtime in the event of a parts failure is significantly reduced / kept to a minimum. 

We would audit all relevant hardware upon contract commencement to ensure an accurate picture, and any potential risks are understood and known, so any required hardware is available and in stock on hot standby, this minimises any impact to your business, as parts are ready and available at a much shorter time period as opposed to ordering parts and waiting for the stock to arrive.