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Business support services

Hostcomm always puts you, the customer, first. Our customer service team ensures that you can speak to an expert anytime for advice and guidance or to resolve a problem. 100% business continuity for our customers is the primary goal of Hostcomm's support team.

Our Helpdesk is the main point of contact where we can deal with telephone calls and emails or online chat enquires. Access to your support account is provided from the secure location on our website. Problems can be logged with Hostcomm using our website, freephone number, helpdesk, email or fax. Our web-based ticketing system includes an automatic problem resolution and escalation procedure which is completely visible to our customers.

The main support services provided by Hostcomm are as follows:

  • Helpdesk telephone technical support
  • 24x7 remote monitoring
  • Web – based interactive technical assistance
  • On site engineering support
  • Managed services
  • Hardware replacement
  • Configuration assistance
  • Strategic planning and assistance with communications strategy
  • Training

Problem resolution and escalation procedure

Hostcomm has an escalation plan which is a series of procedures put in place to deal with potential problems in a variety of contexts. This is normally triggered when a ticket reaches a certain threshold and is still not resolved. In a call centre, for example, an escalation plan specifies measures to be implemented when unexpected strain or an increased level of stress is placed upon the centre. This stress can be in the form of a broadband outage or increased call volume. Your account manager is assigned to every escalation to oversee the case from a holistic viewpoint in terms of the departments concerned. The account manager is responsible for evaluating your situation, facilitating the issue at a global level, and acting as an advocate on your behalf.

Network design and configuration

Hostcomm can design & implement a network infrastructure to carry your voice and data traffic which may include routers, switches, cabling, PCs and broadband circuits. Hostcomm will ensure that the design suits your objectives for resilience, scalability and performance and we will ensure maximum availability with our support services.

Service level agreement (SLA)

Hostcomm provides a service-based SLA which records a common understanding about services, priorities, responsibilities, guarantees, and warranties. Each area of service scope has the "level of service" defined. The SLA will specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as billing. It is important to note that the "agreement" relates to the services the customer receives, and not how the service provider delivers that service.

Hostcomm's SLAs include: a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement. In order to ensure that SLAs are consistently met, these agreements are often designed with specific lines of demarcation and the parties involved are required to meet regularly to create an open forum for communication.

Hostcomm’s network infrastructure is predominantly based on Cisco Systems equipment. Cisco is the global market leader in IP communications and Hostcomm are an accredited partner, which means we are able to design, supply and support any solution based on their products. The in-house experience in networking and IP telephony ensures that we can offer a service where the standards are constantly upheld.

Hostcomm Network Operations Centre (NOC)

The NOC is in Leicester and is where the technical support team is based and new recruits are trained. The NOC has a fibre leased line which is used to access all of our servers spread over four main data centres in the UK and Europe. Using our network monitoring applications down time can be minimised because the server health information relating to our infrastructure and client dedicated servers can be monitored 24 x 7 x 365.

The NOC also has a datacentre which is currently undergoing an upgrade to allow Hostcomm to host some services in house.

Performance reviews

Hostcomm continually monitors its support services for areas of weakness so they can be addressed quickly. Hostcomm has a policy of encouraging client loyalty through good service, as opposed to locking them into long contracts, and on this basis the service must be good. Every three months ticket statistics are analysed for average response times and satisfaction scores so that potential problems can be picked up quickly.