At Avoira we understand that your time is also your money. What’s more, every tick of the clock can see a problem develop into a crisis. A rapid response and repair of a communication systems failure is critical. Avoira understand that it is imperative to reduce downtime and minimise business disruption. That’s why we offer a range of support and maintenance packages to provide a fast and flexible customer care service.
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, 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 as detailed on the next page and will be dealt with under the following typical response times:
A complete business down situation or single critical system down with high financial impact. The client is unable to operate.
Response Time: 1 working hours
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
What to
Expect next
One of our Systems Engineers will contact you to try to resolve the issue over the telephone and may access your system remotely. If the request is hardware related and cannot be rectified over the telephone or via remote access, a site visit from our Systems Engineer will be arranged at a mutually convenient time. The response time is monitored by the Service Manager and any exceptions investigated thoroughly.
Should the request need to be logged with a third-party supplier, i.e.; BT or Talk Talk etc, our Support Desk will organise this and closely monitor and provide you with regular updates. 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.
Additional to this, our staff are fully trained and qualified. You can find details of our accreditations by clicking the button below
