Support Handling

Our support processes are ITIL-based, and all calls are logged with ticket numbers assigned. In addition to Incident Management processes and systems, we follow processes for Capacity and Problem Management on our core and customer systems. An automatic escalation process tracks call waiting times and monitors tickets against the target resolution times, and all of our contracts include SLA targets for both systems availability and support handling times.

Our standard network support hours are 8:00am to 10:00pm Monday to Friday and 08:00 to 1:00pm on Saturday, but 24×7 support is also available. Remote hands support for Co-Location and Hosted Services is available 24×7.

Network Monitoring and Management

All of our core systems are monitored 24×7, with logging and graphical analysis of Key Performance Indicators. As an experienced Internet Service Provider we have access to a full range of diagnostic tools for fixed line and ADSL/FTTC services, including escalation to Openreach/Virgin site engineers where needed. We supply and manage our own CPE (Customer Premises Equipment) ensuring that we have full visibility of all the components in the network delivery chain.
Uptime for core systems is fully monitored, and reported on a monthly basis with uptime statistics.

Security and Backup

As we support critical systems, access security and data security is critical to us and our customers. Standard ISO27001 compliant procedures are in place and our Security Policy is available on request. We operate a market-leading dedicated Security Compliance platform to track and maintain our security records and processes. Backup procedures are applied as standard across our own key network devices, and for our Virtual Servers. Backup of dedicated customer systems is also available as a service (including disk backup and tape swapping) and this should be discussed with your account manager if required.

Service Commitment

We are committed to providing an excellent and personalised service, which reflects how important your IT systems are to your business. Most of our customers know their key support staff contacts by first name, and the reverse is also true. But we welcome feedback on our support services, and always work hard to continue upgrading and improving customer services in order to build long term and trusted relationships.