Your two named engineers
They know your environment, your line-of-business software and the quirks you have stopped mentioning because you assumed they were normal. They are who you reach.
Meet the Team
The people who will actually answer the phone
No tiers, no scripts, no re-explaining your setup to a stranger three times. Here is how the team is structured around you.
2named engineers assigned to every Partner
Directaccess, with no tiered helpdesk
How your support team is made up
Your account manager
Owns the commercial relationship and the roadmap. If something is not moving, this is the person to escalate to, and they will pick up.
Your consultant (VIP Partners)
A step above day to day support: quarterly planning, budgeting, and someone to argue your case internally when a decision needs a second opinion.
The security desk
Watches for threats across monitored endpoints and Microsoft 365, and escalates by severity rather than by volume.
The telecoms team
Telecoms is a separate discipline from IT support, so it has its own people rather than being bolted onto the helpdesk.
Projects and installations
The engineers who do the cabling, comms rooms, wireless surveys and physical work, and they are the same team across every branch.
Why we do not hide behind a queue
Tiered helpdesks exist to protect the provider's time. The business pays for it twice: once in the monthly fee, and again in the productivity lost while somebody works out which team you need.
We structure support so the first person you reach is capable of fixing the problem. That means fewer, better engineers rather than more, cheaper ones. It also means when you ring, you are a known quantity rather than ticket number four thousand.
What you will never get from us
- A chatbot pretending to be a person, or an AI gatekeeper before a human
- A first-line agent reading a script you could have read faster yourself
- Being transferred twice before anyone knows your name
- A support portal that exists mainly to make us look organised
- A contract that makes leaving harder than staying
Want to talk to the actual engineers?
Book a free 60-minute health check. You will meet the people who would be looking after you, not a salesperson.