If you’re an existing customer, here’s a handy support service guide with simple step-by-step information on raising a support ticket.
You can raise a support ticket via email or speak to them on the telephone.
Email us support@microcomms.co.uk
Call us on 01209 843636 and press #1 for the support team.
We do have enhanced retainers available to cover later hours, weekends and bank holidays. Please speak to your Account Manager about these options.
| Call Category | Telephone / Email Response Time | On-site Response Time after initial call / email |
|---|---|---|
| Priority 1 | 2 Hours | 2 Hours |
| High | 4 Hours | 8 Hours |
| Low | 8 hours | 48 Hours |
| Scheduled | 24 Hours | Upto 5 Days |
| Call Category | First Hour | Additional Hours | Response Time |
|---|---|---|---|
| Priority 1 | 3 x | 3 x | We will deal with your call within 2 hours. We will attempt to fix remotely, but if this is not possible we may need to travel to site. Credits are charged at 3 x the normal rate. |
| High | 2 x | 2 x | We will deal with your call within 8 hours. We will attempt to fix remotely, but if this is not possible we may need to travel to site. Credits are charged at 2 x the normal rate. |
| Low | 1 x | 1 x | We will acknowledge and respond to your call within 2 hours. |
| Scheduled | 1 x | 1 x | Scheduled works are charged at the normal rate. |
Put a simple description of your problem as the subject line. This becomes the header of the ticket and will show on the service board.
It sounds obvious but please do put your name, position, personal contact number (this is essential if you issue is a work phone line!), location and company name.
The more detail of the issue you can give us the better! Please include screen shots of error messages or system failures. Make, model and Serial Numbers are very helpful too.
Customer satisfaction is paramount to the success of Microcomms Professional Services and we take our response to any IT situation seriously, ensuring that the expectations of our clients are met at all times. Our clients make our business, so our commitment to our customers and stakeholders is at the heart of everything we do.
When you come on board with us, you can be confident that you’re in good company. Our clients range from Rick Stein, the Eden Project and Finisterre to global organisations like Reckitt Benckiser who are 37,000 employees strong. Our tech team work tirelessly in the background ensuring your IT systems run smoothly, freeing you up to get on with running your business.
PLEASE NOTE, CALLS MAYBE RECORDED FOR TRAINING AND MONITORING PURPOSES.
