The right answers
Our customers trust us to provide the expertise needed to support their business, whatever the difficulty.
• We aim to resolve your queries and issues at first point of contact.
• Our team is made up of engineers who are trained across software revisions, infrastructure types and recruitment sectors, so the right person is available to help your call.
• In addition, specialist personnel from other departments – such as the development team, training consultants, and our installation engineers – regularly work with the Helpdesk team. Knowledge is continually shared and senior personnel are always available for tertiary level support where escalation is required.
• All incidents are logged and we monitor our performance for call response, prompt closure, first-time-fix rates.
• We regularly review technical data to identify root causes and permanently resolve issues.
• We dedicate time to train our support staff to further expand their knowledge and improve their skills. This is key to ensuring they continually provide best-in-class support for our products.
• Our customers are invited to provide feedback on our service, to help us maintain the highest level of service to you.
Your first point of contact
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"Brilliant, quick customer service. Very helpful"
"Resolved our issue in a timely manner. Clear and concise about what had happened and why it had happened"
"Provided succinctly efficient advice to a fairly complex query(at 9am!), delivered with a smile as always"