See our SLAs, feedback scores and how we maintain our service standards.
Every managed service provider will tell you they have a high standard of service. Instead, let us tell you how we keep our service standards high.
Our friendly service desk colleagues are based in Newcastle-upon-Tyne.
All of our service staff are fully qualified engineers that aim to resolve, not triage.
Tailored progress reports from our Service Excellence Manager.
A dedicated representative for escalations for all customers.
We aim to fix recurring problems to stop them happening.
We’re happy for anyone to view our SLAs and openly publish our customer feedback through NPS.
Our primary infrastructure service is Tier 4 certified Microsoft Azure, offering a standard expected uptime of 99.995% (meaning 26.3mins of downtime annually).
However, we can utilise Locally Redundant Storage (LRS) within Azure, which replicates your data three times, to give an uptime SLA of 99.999999999% (11x 9’s!). We can also utilise Geo-Redundant Storage (GRS) to replicate your LRS to a separate physical location, hundreds of miles away, to push uptime even further – 99.99999999999999% (16x 9’s!).
To put it another way; if uptime is important to you, we’ve got your covered.
As is standard within the industry, we categorise support requests in a four-tier system and hold ourselves to competitive agreements. Unlock to view our SLAs.
Entire service down for all company users.
Multiple loss of a single service for multiple users.
We use the increasingly popular Net Promoter Score (NPS) framework to monitor customer feedback over time. The NPS framework is a scoring system based on the question below, where answers from a ten-point scale are coded to give a possible score ranging from -100 to +100. An average score of +70 is generally considered a world class benchmark.
As part of our commitment to service excellence, we publish our NPS scores here each month.
Our recent, nationwide research shows what can be learnt from working during lockdown. Download the report today.