Customer Support

Information for SLA Customers

When you need technical support we have a team on hand to help!

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.

Support Timing

Our standard office hours are
8am–5pm Monday – Friday.

We do have enhanced retainers available to cover later hours, weekends and bank holidays. Please speak to your Account Manager about these options.

Support Matrix

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.

What to include in a support ticket

A step by step guide

Email

support@microcomms.co.uk

Email Subject Line

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.

Contact Details

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.

Problem Specifics

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

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.

Our Customers

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.

Microcomms Success Stories

“It was great to have you and your team on site to install the equipment. You did a great job, both in making everything work, but also in handling a very difficult situation with sense of urgency and reassurance. I am impressed.
Your effort is highly appreciated.
”.

, Reckitt Vienna

“Microcomms provide us with fantastic on-site and remote support. Nothing is ever too much trouble and all issues are dealt with quickly and efficiently. They have provided strategic insight into improving our infrastructure as well as maintaining our provision on a daily basis, always ensuring education and pupil's best interests are at the forefront of all actions.”.

Adam Anderson
Head Teacher, Ludgvan Primary School

“Microcomms epitomizes partnership, collaboration, clarity and support. During our most recent project there were a number of challenges that we needed to overcome in order to deliver our project on time and within budget. Microcomms went above and beyond, expanded their remit and reach for their role of Project Support and Management to assist in finding the best possible solutions and possibilities to ensure our project was delivered. The service and offering was nothing shor”.

Aki Kardamilakis
Head of IT and D, Reckitt South Africa

“Aaron and his associates were wonderful to work with during all phases of opening up our new office! They were informative and took the time to explain how some of the new technology worked (in “layman’s terms”) with patience and hands on demonstrations. The team followed up with notes afterwards and was very thorough and never failed to address any questions or issues we had even after they departed. Super personable as well, they felt like family before they left! Enjoyed working with them! ”.

Jodi Lightner
Office Coordinator, Reckitt Rogers, AR

“We continue to be impressed by Microcomms’ know how, expertise and professional yet down to earth and pragmatic style. Consultancy projects are well managed and I’d recommend their services to anyone.”.

Julian Holmes
IT Manager, Coodes Solicitors

“In our sporting hospitality business, customers expect great WiFi as well as fantastic golf. Microcomms have helped us meet our clients high expectations and ensure that visitors coming to Trevose have an all-round excellent experience. The team have worked really hard across all areas and we’re very happy with the service we’ve had.”.

Nick Gammon
Managing Director, Trevose Golf & Country Club

“There aren’t many Cornwall-based companies that can claim to have hands on experienced providing network connectivity to a Malaysian hut in the middle of a rainforest!”.

Nick Argent
ICT Manager, The Eden Project