Dedicated support for help when you need it
Taking pride in what we do
Supporting our clients is as equally important to us as developing the solution; we are proud of our consistently high levels of customer service provided to our clients
All our solutions, hardware, databases, operating systems and third party software are supported directly through our experienced Service Desk. We have a dedicated, client-focused team in place, available to take your call, supported by our Service Desk Manager and dedicated Service Delivery and Account Management team.
Our Service Desk team have extensive knowledge across our suite of products and clients, using a powerful call management tool to record and prioritise requests as soon as they are received. Our support system is designed to follow the IT Infrastructure Library (ITIL) incident management lifecycle and is configured to ensure that we exceed agreed Service Level Agreements (SLAs) set up between us and our clients.
This service is provided during our standard hours, however key trading hours to include early mornings, evenings and weekends can be arranged on an individual basis to match your requirements.
In order to maintain a consistently high level of service and quality support for all our clients’, our Service Delivery Managers or Account Managers undertakes regular site visits at agreed intervals.
Focussed and dedicated support
Our Service Desk is contactable via a dedicated telephone number during business hours.
Outside of these times, our clients can send emails to our dedicated Service Desk mailbox or use our self-service support portal. Our self-service portal allows our clients to create, update, track progress and review incidents 24/7.
If required, a tailor made out of hours support service can be put in place, with a dedicated number connecting you to one of our Financier specialists to resolve critical issues.