Cyber Security Services
Technical Phone Support
Toll Free Support Line
1800 997 876
Toll Free Support Line
0800 444 110
+44 1733 294 556
24/7 Technical Support
Our 24/7 ServiceDesk uses an advanced case management tool. This tool records and tracks the progress of all cases raised. It is housed in a highly secure environment, and via a secure login, which allows you full visibility of all your cases. Using ServiceDesk, you can raise cases directly, view the progress of individual cases, and review the resolutions of those that are closed.
On-site and remote support
CommTel offers both on-site and remote support. Wherever possible and under strict security protocols, we will arrange remote network access to facilitate fault diagnosis and resolution, according to well-defined service level agreements. We also provide you with regular updates on the status of your case and the estimated resolution time.
Managing network software is a complex, time-consuming process, with dozens of vendors releasing updates (patches and fixes) and upgrades (new functions) several times a year.
CommTel not only runs a complete software update service, we also test updates from vendors to ensure that it is compatible for your network.
If you need assistance with software upgrades and roll-outs, our ServiceDesk team can help. We provide instructions for the installation and operation of any products that we provide. If required, we can arrange for an on-site support team to assist with the installation.
Warranty and Repairs
CommTel has ongoing support agreements with all our vendors. We have direct access to authorised repair facilities for each of these vendors. Each repair is tracked via a CommTel RMA number. Repairs are contracted with our vendors to ensure your equipment is returned to full working status within reasonable turnaround times.
Advanced replacement spares
As a part of our Technical Support Agreement, CommTel can hold a stock of replacement parts for your network. If you contact us to report a fault, we have the ability to ship a replacement unit on the next business day to replenish your depleted spares holding. This approach allows you to minimise your capital investment in spares, while retaining the ability to respond immediately to equipment faults.