Support
Exceptional Support
IT support for in-house teams and fully outsourced environments, delivered through IP6net's established support methodology.
Every member of our support team is committed to delivering a consistent, high-quality service. We call it Exceptional Support.
We can complement your in-house IT team or provide a fully outsourced support service, with clear ownership and access to experienced technical staff.
Customer satisfaction: last 100 tickets
How we work
- Responsive: prompt replies and regular updates until support requests are resolved.
- Ownership: professional advice with your business interests in mind.
- Resourceful: impartial solutions that do not lock you into one service or technology.
- Expertise: practical best practice and engineering knowledge applied directly to your environment.
Support contracts can include
- Helpdesk cover aligned to agreed support hours.
- Access to the Zendesk portal for raising tickets.
- Reactive support by telephone, remotely or on site.
- Flexible cover for virtual, physical and cloud infrastructure.
- Guaranteed response times.
- Dedicated Technical Account Manager.
- Scheduled and ad-hoc on-site resourcing.
Support team responsibilities
- Consider the customer’s business requirements when recommending technical action.
- Maintain the monitoring and management tools included in the support agreement.
- Respond to requests, record relevant work and provide progress updates.
- Carry out agreed health checks and review issues before they cause avoidable disruption.
- Decide when a problem can be resolved remotely and when an on-site visit is appropriate.
- Escalate vendor or carrier faults with the technical information needed to progress them.
Service methodology
IP6net’s support methodology provides a common structure for taking on, operating and improving a customer’s IT services.
| Stage | Focus |
|---|---|
| Transition | Document the service, establish access and monitoring, transfer responsibility and stabilise known issues. |
| Deliver | Handle incidents, recurring problems, service requests and controlled changes. |
| Improve | Review recurring faults, capacity, risk, reporting and opportunities to simplify support. |
| Align | Relate technical priorities and planned work to the customer’s operational requirements. |