Support

First Time Fix – Helping our Partners resolve any issues quickly and simply

Our support teams are available 24×7 to answer your questions and solve any problems. We aim to solve 95% of customer issues with our first response. In order to make sure our Partners can gain the technical knowledge needed to further support their SME market, we provide them with access to our Knowledge Base, a comprehensive repository of technical documentation.
 

• Online Support
• The Personal Touch

• Online resources to help you get the most from our services – access our support portal for submission and tracking of issues, knowledge base and service status.

  Submit Online: Click Here to register a ticket.

• The personal touch
  We don’t use call centres and we don’t outsource our support. As Partner, you will be assigned one of our support teams and all your contact with us will be handled by a group of skilled engineers. This means that we can build a better understanding of your business requirements, effectively becoming part of your team.

  Our support team
  We recognise the importance of good customer support. Our support teams operate around the clock, and your questions and problems will always be dealt with by the same team – encouraging continuity of support and a greater understanding of your business and its needs. Our support ‘pods’ replace the standard 1st, 2nd and 3rd line support model with small, highly skilled operational teams. This encourages knowledge share, transfer of skills and the ultra-fast resolution of issues. Each team has a fixed number of customers to look after and is rewarded for keeping them happy!