Expert and skilled
a comprehensive capability that allows you to achieve optimum value
Services
Support Services
As a managed service provider, Synetrix understands the requirements to deliver quality service and support for our customers and their end users. We are able to achieve this because our customer service operation is built using ITIL best practice.
Customer Service Centre (CSC)
All requests for assistance come into our Service Desk. This team, combined with our Incident Management team and Network Operations Centre (NOC) make up our Customer Service Centre (CSC). They all interoperate within our Incident, Problem, Configuration and Change Management processes.
The CSC is based in Farnborough and provides a single point of contact for all fault reporting, change requests and other customer service queries or issues. Various interfaces are available such as our customer portal, standard email and telephone support.
Network Operation Centre (NOC)
The NOC constantly monitors our network and service platforms, providing proactive notification and management of network faults, security risks and performance. The team interfaces closely with suppliers and other Synetrix departments to perform an ITIL compliant Problem Management role, ensuring that underlying network problems are identified, communicated and resolved in an efficient manner.
Service Management
Our Service Level Agreements are individually tailored to meet the needs of our customers, reflecting the many different options that we can offer. Through an ITIL compliant process, Synetrix manage the performance of your network through agreed Service Level Agreement, measured and reported against stringent quality service parameters.
Network Health Checks
Network Health Checks (or assessments) help to identify loss of efficiencies, network maintenance, and bridges to other technology changes or refresh. An experienced network engineer will test and evaluate the configuration and performance of your organisation’s local network(s), and provide a report that contains an assessment of the network, highlighting key issues and recommendations, particularly around areas of poor performance and security vulnerabilities. The report also highlights the network’s suitability for running new services and technologies.
