Our approach is based on an understanding of business needs, not simply technology. We deliver straightforward, easy-to-use, long term solutions, whilst placing great emphasis on providing a high level of customer service and technical support. We feel that in order to provide excellent support, we must concentrate on some key criteria, which are contained in the SLA below.

Customer Service Desk

• SCL provides support for customers from our offices in Wembley and London.
• The Support Cover Period is from 09:00 to 17:30 Monday to Friday, excluding public and bank holidays.
• SCL records all calls received from the customer in our Help Desk Call Logging system and ensures that the call log number, together with an agreed fault classification for the fault reported, is passed to the customer during the initial response to the fault.

Fault Reporting for Customers

Customers who have a current maintenance contract or are covered by warranty will be provided with support. Every attempt will be made to handle these calls live with a Support Specialist once the call has been logged. Where this is not possible, a Support Specialist will respond within 60 minutes of the customer placing a call. Details required for logging a support call are Contact Name, Company, Contact Telephone Number, Product and nature of Fault. Other information may be deemed necessary to help in the resolution of the call.

Customer Queries/Complaints

Server Consultancy Ltd operates a computerised call handling system and monitors all calls on this system together with response times. We value your feedback, comments and look to continually improve our systems and processes to reflect your needs. Customer surveys are carried out on a regular basis, over the phone and in person. Your comments are noted and relevant steps are taken to improve our processes. Should you feel dissatisfied with any area of Server Consultancy Ltd's support, please do not hesitate to contact the Technical Support Manager, who will resolve the issue at the earliest. Internal processes are in place for any issue requiring escalation.

Our customer services operation in the UK includes additional support services that enable you to get the most out of your investment with Server Consultancy Ltd.