Scalable support services

We offer a range of scalable support services across our portfolio which all run through our 24 x 7 x 365 UK Service Desk and Network Operations Centre (NOC), complemented by our Field Services Team based in Warrington, Leeds, Aberdeen and Brighton supporting customers throughout the UK and globally. This helps reduce the onsite requirements for management, resource and capability.

Our highly skilled Service Operations team provides round the clock administration and proactive support all based on a full ITIL lifecycle methodology. Nothing is too much trouble, whether it is Incident, Problem or Change Management, the team performs continuous verification and validation of all your technology services, ensuring maximum availability and efficient and cost effective service consumption.

We are ISO 9000, ITIL compliant; everywhere we host our data is ISO 27001 compliant and we offer full cloud compliance through our Microsoft Azure cloud offering. We are also proud to be part of Investors in People.

Service Desk

We have an operational team of some 80 plus Technology professionals, with an average staff tenure of over 5 years, who deliver the full provision of Service Delivery functions. Our team is passionate about customer service and delivering the appropriate level of support for each individual customer. We take full responsibility for our Service Levels, we make it happen and we get it right.

We provide you with client portal access so you can see what’s happening with your systems at any given time. You have 24x7 management and monitoring, we report on availability, patch management, SLA performance and we hold monthly service reviews with you to make sure we’re on track and discuss whether you require any changes to your service.

  • Incident Management ( capturing & resolving Faults)
  • Request Management ( starters and leavers, access permission, organising & Schedule Operational activities
  • Problem Management (proactively analysing activity and ensuring repeat issues are architected out)
  • Change Management ( ensuring all changes, upgrades and maintenance slots are communicated, scheduled and service restoration checks are performed to assure controlled shutdown and restoration).

Network Operations Centre ( NOC)

Operates 24 x 7 x 365 on Service Assurance & Governance. During the day they perform service trouble shooting, Network Monitoring and a whole host of verification and validation of service consumption & provision.

Overnight and at weekends our team performs a whole host of proactive remediation services.

  • System checks
  • Reboots for upgrades
  • Recovery rehearsals
  • Database administration
  • Backup checks
  • Capacity checks and expansions
  • Housekeeping

Security Operations Centre ( SOC)

Operates 24 x 7 x 365 performing a host of proactive security administration services to ensure your data, services and Intellectual property remain protected at all times.

  • Patch Management ( Security Critical & third Party updates )
  • Anti Virus Updates & signature checks
  • Firewall updates
  • Firmware updates
  • Perimeter protection Checks
  • Penetration Testing
  • Vulnerability Scans