Support

Our Service Centre, which is geographically spread across Europe, fields over 3000 support requests a month. Working with a range of partners, we supply value added support to our customers.

We have attained the highest level of certifications meaning we can maximise value added support services. The technologies that are supported range across a number of different technology solutions including Microsoft Intune, Microsoft Defender, Ivanti MobileIron, Movius, Dubber and WorkSpace ONE amongst others.

Our team provide support to end users and escalated support (service desk to service desk). Via our support team, our customers have the access to some of the world’s most experienced engineers with the platforms we support.

Delivery Excellence

We meet and exceed customer expectations by:

• Focus & Expertise: We are highly skilled and certified professionals, entirely focused on Cybersecurity, Enterprise Mobility and Modern Workplace solutions.
• Security: We are a security focused organisation. Customers entrust both their security and productivity to us and there can be no compromise.
• Proactive Support: Our offerings are not only comprehensive but also offer continuous monitoring of all key aspects of the solutions we support. We identify potential issues before they become critical problems and proactively address emerging concerns.
• 24/7 Availability: In today’s world, where businesses operate around the clock and cybersecurity risks are ever-present, there is no downtime. We offer around-the-clock availability to ensure that our customers are protected and productive.
• Transparency: In order to have complete trust in a service provider, customers need to know that information is shared and not hidden. We offer clear and comprehensive reports on the performance, health, and status of the managed services we provide.
• Responsiveness: In terms of both productivity and security responsiveness is critical. Lost productivity has a direct impact on both employee engagement and on company profitability. An inability to react quickly to security vulnerabilities or incidents can make the difference between protecting or damaging a customer’s reputation. We are well connected into the technology vendor landscape and have processes to ensure we hear first when a critical vulnerability is identified. Our process then kicks in to ensure that we relay that information quickly to our customers and work to close vulnerabilities quickly.

Adaptability

• Tailoring: In any managed service it is important to have standard processes. In some market segments standardisation is necessary to deliver a reliable and repeatable, commercially viable service. However, we feel that standardisation should not be restrictive. It is important that each customer maintains the ability to customise within a framework and in the case of larger opportunities a more bespoke approach may be required.
• Scalability: As the customer’s business grows, or if there are spikes in demand, we have the capacity in our team to scale up and down. We operate across five European countries and have capacity in each country to be tapped into if there is demand.
• Continuous Improvement: We are committed to continuous improvement and actively seek feedback to enhance our services.

Efficiency

• In order to drive efficiencies through our services, we leverage the latest in technological advances, automation, customer experience tools. We also extend this into the products we build. For example, Workplace (our customer experience platform) use APIs to integrate with customer environments, telco carriers, ITSM platforms and hardware providers.

Get in contact below to find out how we can support your IT team: