Our enhanced and comprehensive support services are a key enabler for our clients looking to minimise both their IT and business risk

Our carefully designed methodology of technology optimisation ensures that the services we provide are delivered consistently across all of our datacentres and solutions.

The three main principles that guide how we deliver technology services to our customers are Access, Ability and Action.

Explore access, ability, action

How we deliver support

Access

  • One call takes you straight through to our technical team
  • Continuous and consistent 24/7 support
  • Delivered from our UK datacentres, not call centres
  • Two dedicated UK technical centres for managing your service; whether hosted in one of Pulsant’s 15 UK datacentres or onsite at your premises.

Ability

  • All Pulsant’s operatives are skilled specialists
  • Virtual client teams ensure in-depth knowledge of your environment.
  • Technical tasks reach the technical specialists at Pulsant quickly for a speedy resolution.
  • Extensive skills across installation and service configuration, comprehensive system and network service delivery skills. We also have Cisco, Microsoft, F5, HP and Linux RedHat certifications and ITIL Foundation and Practitioner qualified engineers.

Action

  • Rapid escalation ensures requests are processed quickly.
  • Excellent rates of first time fix.
  • Appropriate Pulsant team brought together to resolve your issue quickly.
  • Support calls are proactively managed to provide a consistently positive experience across different areas: change management, incident management, service transitions, Telco and 3rd party partner coordination.

Access, Ability, Action in steps

Initial customer contact

Rapid access to initiate support call process

Appropriate ability and specialist teams notified to tackle issue fast.

Action taken quickly for fix and feedback

Results

We are exceptionally proud that we consistently record an average NPS* score of +59.5%.

*Net Promoter Score, B2B industry average is between +20 and +30
based on data from Satmetrix

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