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Support

As a business, we pride ourselves on our levels of support and customer satisfaction. We structure ourselves to ensure our customers satisfaction is at the forefront of our business. Our highly skilled and experienced account managers create a framework with you to ensure all parties are clear about the levels of support you can expect to receive.

This is then backed up with proactive management and expert help-desk support. Our on-going support enhances your own internal support functions and helps ease the burden on your team, allowing them to focus on their own roles.

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What are the benefits of our IT support?

We believe it is fundamental that you have access to reliable support when you need it most.

We have a range of different support options available to suit your individual requirements. Whether you are looking to pay as you go, pay monthly or a fixed price basis, we want to ensure you have the right support solution available. 

We can also design levels of support to suit the exact needs of your business; from large business enterprises right down to smaller teams of 3 or 4 employees. 

We provide the following benefits to our customers: 

  • Engineer call-outs: ­ If faults can’t be resolved remotely, we can despatch an engineer asap.
  • 24/7/365  coverage: Whatever the time of day or night, your customers will be fully supported.
  • Helpdesk facility: ­ Dedicated direct dial line. It’s like having an in-house professional for a fraction of the cost!
  • Online support portal: Which allows our customers to log and track faults. Faults can be logged via telephone, web or email.

Along with supporting our customers another key area for clients is an ability to offer both service level guarantees and recourse should they not be met.

Outside of our standard level agreements, (SLA’s) bespoke options are available where the project requires it. All of our SLA arrangements are managed by our support desk who are most likely already working on them thanks to our proactive monitoring suite.


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Online Support portal

Our online support portal allows our customers to log and track faults. Faults can be logged via telephone, web or email and the online portal will automatically generate a ticket reference, allowing you to know when our highly skilled friendly team of engineers are taking care of your problem.

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Remote Support

We provide a Remote Support and Helpdesk Service package. Our approach is to provide one contact point for all problems including support on all you IT and telephony. Our remote service is available as a standard service from 8:00am to 6.00pm daily.

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Online Spam Portal

Silver Lining recently launched a new email filtering service to ensure all spam and malware is captured in one secure location. We update the service frequently with new capabilities. We now have the ability to create custom spam and malware filter policies and apply them to specific domains, groups, or users. 

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Billing Portal

One of the areas overlooked when selecting a supplier or service is billing. Customers often tell us they spend huge amounts of time reconciling, checking and processing bills from suppliers, typically with poor un-useful supportive information.

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Credentials

Our support is underpinned by the ideal combination of innovation, assurance and experience. We are proud to present a list of our certifications, sucessfully completed by our dedicated team of engineers and sales managers.

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Support

Help Desk

Highly skilled engineering team & friendly help desk.

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Flexibiliity

Pay-as-you-go, pay monthly or fixed price options.

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Support Options

24/7 support helpdesk or business hours support.

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Online Support

Online support portal with fault logging/tracking.


Thank you so much you were fantastic and thanks again for your support !!!

Louise Wiltshire, Bellfort Services Ltd

 

Industry Statistic

97% of firms describe network availability as being business critical.

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Contact Us

Contact us today for help or advice on your IT & telecoms and receive a FREE Costa!

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