Support

Our specialised customer support team is dedicated to ensuring your solution is provisioned and installed as seamlessly as possible, so that there is minimal disruption to your work flows. We do a huge amount of preparation work in advance, such as setting up domain names and MX/DNS records, and configuring our Ethernet Demarcation Device (EDD) to suit your network, so that when it arrives at your premises the installation is seamless. 

Our Promise

We offer a 24/7 customer support line and when you call our support team, you will always get through to a real person, not an automated message. What’s more, this person will be a qualified engineer who will be able to deal with your query there and then.  The person you speak to will be your dedicated engineer who will deal with your query from beginning to end. Our aim is to make your support experience as efficient as possible. To this end, when a fault is reported we do our utmost to see it is fixed as soon as possible.

Proactive fault finding

Faults on our network are very rare, which is why we have a 99.999% network uptime. Nevertheless, our Network Operation Centre (NOC) is continuously monitoring the network and, if they notice something out of the ordinary, will call to alert you, often before you have even noticed a problem yourselves.

EDD

All of our circuits come with an Ethernet Demarcation Device (EDD) as standard. This means both our customer and us have full visibility of the circuit and can monitor it 24/7. Consequently, if a fault occurs we can locate exactly where it originated, so it can be fixed extremely quickly.