Your time is also your money. Keep your business running smoothly with flexible, expert-led ICT support services from Avoira. From 24/7 remote assistance to on-site engineering, we tailor our support to match your needs.
Get The Support You Need
A rapid response and repair of a communication systems failure is critical. Avoira understands that it is imperative to reduce downtime and minimise business disruption. That’s why we offer a range of support and ICT maintenance packages to provide a fast and flexible customer care service, with full accreditation from our trained and qualified staff available for review via our partners page.
When the request is logged with our Support Team, they enter this onto our ticket portal, you will then be allocated a Ticket Reference Number. This number should be recorded and used in any future communications regarding the support request.
If your support request is urgent, P1 or P2 please call 0333 001 5151, then please listen carefully to all the available options and your call will be directed to the most appropriate support engineer.
As outlined in your Maintenance Contract, once a request is logged it will be categorised and dealt with under the following typical response times:
Priority 1 (P1) – A complete business down situation or single critical system down with high financial impact. The client is unable to operate
Response Time: 1 working hour
Priority 2 (P2) – A major component of the clients’ ability to operate is affected. Some aspects of the business can continue but it’s a major problem
Response Time: 2 working hours
Priority 3 (P3) – The clients’ core business is unaffected, but the issue is affecting efficient operation by one or more people.
Response Time: 8 working hours
Priority 4 (P4) – Technical query or routine adds, moves, and changes to a system.
Response Time: 16 working hours
Priority 5 (p5) – A non-fault task that doesn’t affect the immediate operations of the business.
Once we have received and given your request a proper priority, these next steps take place:
Initial Contact – A Systems Engineer will call you to resolve the issue by phone and may access your system remotely
On-Site Support – If the problem is hardware-related and can’t be fixed remotely, a site visit will be arranged at a convenient time
Third-Party Logging – If the issue involves a third-party supplier (e.g. BT, TalkTalk), our Support Desk will log and monitor the request, keeping you updated
Some of our systems may have remote monitoring enabled and as such our engineers may be investigating/resolving issues within your system before you are aware a problem exists.
Mobile service requests are classed as either Network or Equipment (handset, SIM cards). All equipment requests should be reported to our Support Desk for lost or stolen mobiles.
Should you require assistance outside the Support Desk hours of 08:30 to 17:00, the telephone number on which to log a service request is 0333 001 5151.
An automated message will prompt you to choose the relevant focus area of your service request. Please listen to all the options before making your selection.
Quality Assurance
Avoira has an established and documented Quality Management System. The Management commits to continually improve its effectiveness in accordance with the requirements of ISO9001 to ensure that customer requirements are determined and are met, with the aim of enhancing customer satisfaction.
For further information, please refer to the Customer Support Handbook.
