Our ambition is 100% customer satisfaction and in order to measure this we invite all customers to complete a 6 monthly customer satisfaction survey through which we can continuously improve our service.
Our support desk and support staff is available 24x7. Outside normal working hours support calls will be routed to our Network Operations Center where duty engineers will be of assistance.
All customers have access to our ticketing system where support can be requested. As part of our more advanced CSAs we also offer customers a wide variety of other means of contacting our support staff such as email, chat and telephone.
All customers (or their IT partners) have 24x7 accesses to the self-managed service portal where virtual computer resources and additional managed services can be added or removed.
All customers have access to real-time port monitoring to ensure systems are up-and-running. Advanced CSA also include application monitoring to ensure that not only the computer resource is up and running but also the application is functioning normally.
Gold and Platinum CSA include a monthly support report which shows in detail all issues dealt with and the time spent on each issue.
If very complex issues require senior engineering staff they can be allocated on a case-by-case decision.