Support Services
Communication networks are key - availability is critical.
Maintenance Services
Here at Universal we have an established means to extend a suite of network support services to the specific needs of our clients.
Flexibility and assurance are central to our maintenance offerings. Our entry-level services can be enhanced with additional features to meet the dynamic needs of our customers..
Multi-vendor, multimedia technology is found in many of our clients’ networks and we recognise that it is vital to have the right skills at hand to deliver and maintain Service Level Agreements.
We know that organisations have to adapt in line with many external factors. Through our growing relationships with our buisness partners, Universal are able to rise to the challenge by maximising existing network assets while rationalising or redeveloping voice and data infrastructures to meet evolving business needs.
Levels of Support
Universal can provide a variety of types of maintenance contracts. These can vary in response times, hours of coverage, the provision of “spares stock” permanently held on site, or if needed resident engineers. We can tailor contracts specifically to suit each individual client requirements.
Universal are able to provide a fully operational support contracts that range from:
* It should be noted that the quoted response times represent the maximum permissible under our ISO accreditation. In practice actual response times, which are strictly monitored, are well within the required times.
Our diverse levels of support can ensure that if assistance is needed when the Help Desk and office are not open, one call will ensure that urgent assistance can be provided whatever the time of day. Health checks can be provided, where appropriate, to reduce the likelihood of hardware failure and ensure that the system is performing to its best ability.
Help Desk
Over the years we have shown continued commitment, in terms of investment and training, to the provision of a Help Desk service that is considered by our customers to be one of the best in the industry. Through this facility we provide a ‘Centre of Excellence’ to help deal with faults on hardware and network services.
Universal has a dedicated Help Desk for customers requiring assistance, whether this is technical assistance, or to log a fault. Our technical specialists and product managers are on hand to provide remote diagnostic and expert advice on all systems managed and supported by us. This service also can be used for advice on moves, add-ons and changes to your existing system.
Each client site has a specific alpha-numeric reference number that allows us to detail each piece of equipment installed and used on site, together with contact names and numbers to ensure that we have the maximum knowledge of each system when providing assistance. We have a specialised environment that enables us to trace all faults processed through our Help Desk. Using a bespoke software package, we time and date stamp all calls received in conjunction with the strict criteria set out in our ISO9001 accreditation..
Each maintenance call receives a unique reference number which can be used to trace the fault or the programming change made. By using remote diagnostics we can gain access to your system and are able to start investigating problems faster. More often than not, faults can be rectified remotely and currently our performance stands at 85% of all calls being fixed remotely. It also allows us to determine if there are any issues with network carriers, or if a specialist engineer needs to attend your premises.
Customer Satisfaction Surveys
Following an engineer visit to site, you may be contacted to complete a Customer Satisfaction Survey. Universal value our clients and we promote customer care on an ongoing basis by means of regular pro-active account management, seminars and dedicated support. We want you to receive the optimum benefits from the significant investment that you have made in your telephony system.
