Hostcomm scores high for support services

Hostcomm has received high scores for its client ticket rating for August with most clients (85%) scoring four and five out of five. The vast majority scored Hostcomm five out of five for quality of support.

Client support rating

Hostcomm sends a rating request to the client after each support ticket is closed so that we can monitor service performance. The graph below shows the previous month's ratings for client that completed the survey for us. The majority of ratings are four and five out of five:

Support services overview

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 support 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
  • Hardware replacement
  • Configuration assistance
  • Strategic planning and assistance with communications strategy
  • Training

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.

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 monitored.

Hostcomm Network Operations Centre

This is in Leicester and is where the technical support team is based. The network operations centre (NOC) has a 25Mbps fibre leased line which is used to access all of ourservers 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 apposed to locking them in to 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.

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