Brilliantly engineered technology solutions must be
underpinned by highly-trained people giving great
customer service.
All our support engagements are different because
all our customers are unique.
Our support contracts are based on three key principles:
We have no off-the-shelf approach. If you want to contract by device, by site or by SLA, that’s what we’ll do. If your preference is for business hours or call-off tickets, we’ll do it your way.
We don’t think a flat % of the manufacturer’s RRP is the way a modern support organisation should operate.
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We use sophisticated monitoring tools so that we are troubleshooting problems even if your resilient and redundant network means you’re not experiencing user issues.
We hold stock - onsite if necessary - as we don't rely on Manufacturer Warranties. Getting your network back up live ASAP is our priority.
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We want you to achieve the results you intended for your business when you decided to work with us.
Our tech support people are there to make sure you get the most from your Express Data solution, and our expertise means we know where to sprinkle the magic dust to get your tech performing at its peak.
We provide support with one or more of the following approaches, which can be combined into
an brExpress Data Managed Response contract, our bespoke managed service offering.
We offer customised support for the devices you want, for the times you want, so you only pay for the technology you want us to look after. We employ remote monitoring and on-site break/fix principles to this approach.
The principle here is the same but, rather than per device, support is at a site-specific level. Many of our multi-sited customers prefer this approach, and the ability to provide different service levels for critical locations, versus device-based.
This is more the “how to” level of support. The equipment is still up-and-running, but you’d like our support to help you get more from the solution. Our expertise is available this way via call-offs or standard tickets, when you need us.
