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Support
Nothing is more frustrating than having to deal with someone who doesn’t understand your problem or who isn’t capable of fixing it – especially in an emergency situation.
Building a service organisation to get problems solved quickly requires a different approach, and it starts with the architecture of the service delivery teams. After testing various architecture approaches, we quickly concluded that a smaller, more modular team approach would allow us to deliver the kind of service of which we felt proud. Plus, the small team approach enabled us to scale delivery of Support as our customer base grew.
| Please note...If you have an immediate support request, please call 0844 8540424 |
Our smaller teams allow customers to develop deep personal relationships with the team members that help them manage their hosting environments – something that would be impossible to do in a large, call-centre style service organisation.
The rapport our customers build with their Wireless Logic service team members is invaluable in developing a comprehensive understanding of a customer’s hosting environment. This understanding naturally leads to team members being able to spot recurring problems and fix them.
Each Wireless Logic support team is comprised of multiple technical experts in the particular connectivity the environment is running. Additionally, an Account Manager (AM), Head of Department and Technical Consultant are also integrated into each team. Each team is lead by a Team Leader and the team functions like a mini-business unit, with individual compensation tied directly to the team’s customers' overall satisfaction.
Service level agreement defines the relationship between two parties: the provider and the recipient.
This is clearly an extremely important service for both parties. Our SLA’s that can be bespoke on a customer basis typically cover:-
- Identify and define the customer’s needs
- Provide a framework for understanding
- Simplify complex issues
- Reduce areas of conflict
- Encourage dialog in the event of disputes
- Eliminate unrealistic expectations
Specifically we try to embrace a wide range of issues. Amongst these are usually the following:
| Services to be delivered and uptime |
- Performance, Tracking and Reporting
- Problem Management
- Escalation Flow
- Legal Compliance and Resolution of Disputes
- Customer Duties and Responsibilities
- Security
- Termination
To protect your business, Wireless Logic has a cross-portfolio Service Level Agreement – covering service delivery, availability and restoration by site. It gives you the opportunity to benefit from a consistent and complete, end to end offer.
- Wireless Logic understands that each customer solution is unique and whilst some sites are key to their operations, others are less critical
- Through target based SLAs, Wireless Logic is able to offer a solution, designed to specific configurations, which will yield the required target availability at a given site
- Target based SLAs offer the opportunity to design a flexible, responsive SLA according to a customers business needs
- Coupled with an aggressive incremental service credit plan, target based SLAs offer peace of mind and assurance that Wireless Logic will strive to deliver the performance levels you expect
| What do SLA's cover? |
Wireless Logic SLAs cover the three primary service dependencies:
- Service Delivery
All service components delivered on an agreed date - where we fail, a service credit will apply - Service Assurance and Availability
Configuration based site targets designed for optimum availability and restorability - Network Performance (for VPN and ManageNet Service only not mobile coverage)
Wireless Logic’s Service Level Agreement also includes connectivity network performance
| Out of hours Support |
Wireless Logic understands that problems can arise at any time. As a result we offer an Out of Hours support service for those customers who have subscribed to our ManageNet Service.
For any Mangenet Service issue, please send an email to : support@wirelesslogic.co.uk and one of our technical engineers will contact you.
If you do not have an Out of Hours support contract or only have an airtime contract with Wireless Logic then please contact the support team during normal business hours. For individual SIM issues, please also contact the support team during nomal business hours, which are Mondays to Fridays from 09:00 till 17:30.
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