SUPPORT

  24/7/365 Customer and Technical Support

24/7/365 CUSTOMER & TECHNICAL SUPPORT

 
At InTechnology, we view support as a key part of the service you buy from us, with the people and processes as important as the technology. Every customer has a technical and customer account manager, ensuring you receive continuing support throughout the lifetime of your contract. Information flow is a vital element of the service. Whether it is during a fault scenario or for scheduling maintenance, our communiques will keep you fully up to date.  
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0845 120 7070
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Best practice service management

InTechnology's support operations meet the highest industry standards. Our service management processes are based on the ITIL* V3 framework and are fully supported by Gartner-referenced service management tools and process automation. We have fully documented major incident and customer service plans, which detail how we operate both in business as usual scenarios and during major incidents.
 

True 24/7 UK-based support

Most 24/7 support offerings turn out to be simply call forwarding to an offshore contact centre where agents know little about the services you take. InTechnology provides genuine 24/7 support from our own highly knowledgeable engineers based in our UK Service Management Centre.

Service support is critical. Don't risk your credibility with companies who claim to be managed services providers, but who outsource to a call handling service or offshore partner.
  InTechnology 24/7/365 Support Desk
 

Customer Knowledge Base

Our customer knowledge base ensures that your precious time is not spent on the phone to a technician for minor issues, which could be easily resolved with the correct information. We’ve produced a list of frequently asked questions to help you get back up and running quickly and efficiently, covering everything from passwords to bandwidth issues.

» View our Knowledge Base.
 

Automated service management

We use market-leading tools, including HP Service Manager, HP Operations Manager and HP Network Node Manager, that predict and prevent faults through proactive network monitoring. We automatically monitor 100,000+ nodes and devices every 5 minutes and our automated ticketing and alerting processes enable us to detect and fix 70% of faults before customers are even aware there's a problem. In fact, our service management implementation has led to us being a reference site for HP service management software as well as a member of their product steering committee.
 

Certifications

InTechnology's Reading and Harrogate buildings are ISO27001 and 9001 certified and PCI-compliant for physical hosting.

» View further information on InTechnology's certification.
 
 

Tim Wilkinson | Divisional Director - Customer Services

Tim Wilkinson has headed InTechnology’s Customer Services department since 2007, developing systems and processes to ensure the highest standards of delivery and support. He began his career with Systime and in 1994 he joined InTechnology as a computer engineer. Promoted to manage the dept he transformed it into a profit centre and became Divisional Director of the resulting Professional Services department. Between then and 2007 Tim became Sales Director of Managed Services and then Commercial Director of product and supplier management.
 
* Information Technology Infrastructure Library is a set of recognised best practices for IT service management