More about the metrics we focus on

Same day response

We offer a high level of response.

Phone calls are answered by a team member who is experienced and will either;

• offer to assist immediately,
• schedule an appropriate time,
• escalate to a more senior engineer, or
• connect you with the right person.

Email technical requests are handled by the support desk team, or you can connect directly with an individual.

You can also text the support desk or leave a voice message.

Same day fix

Our same day fix objective ensures we focus on correctly identifying and detailing the steps required to resolve problems.

When we are working on projects or where a same day fix isn’t possible you can be certain that we will keep you informed of progress.

When requests are identified as routine or low priority, we will always do what we can to ensure that they are completed on the same day.

Time accounted

The majority of our work is completed using a pool of time. Each month, we will issue a report which will identify, in units of 15 minutes, the tasks we have been working on.

Customer feedback regarding transparency is important to us and we believe that by tracking and measuring what we do is an effective method towards our goal of continual improvement.