As an IP6net customer, we want to make sure you enjoy the best possible experience every day that you’re with us……

Every one of our support staff goes the extra mile to deliver a superior, seamless service. We call it Exceptional Support. Our customers love it and we’re sure you will too. Every time you engage with us, whatever the resolution, we want you to experience the best possible service. It’s at the very core of what we do and why our customer satisfaction rating for the last 12 months is 99.8%.

June 2017 Helpdesk Ticket Satisfaction Rating
Zendesk Satisfaction 100%
May 2017 Helpdesk Satisfaction Rating
Zednesk Satisfaction 98%
April 2017 Helpdesk Ticket Satisfaction Rating
Zendesk Satisfaction 100%

More expertise for your in-house IT team or complete IT outsourcing, we’ve got you covered with Exceptional Support


  • Connector.

    Responsive

    No matter what the query, we like to be prompt with replies and we will always aim to respond to you within an hour. If it’s a support request, you can expect regular updates until it is resolved.

  • Connector.

    Ownership

    We treat you and your business as one of our own. We always act with professionalism, in your best interests and aim to achieve the optimum outcome for you.

  • Connector.

    Resourceful

    We offer impartial advice and thrive on finding solutions that work for your business; we will never lock you into one service or technology.

  • Connector.

    Expertise

    We believe in sharing our knowledge. We apply our expertise, best practice and engineering know-how directly to you.

Our support contracts include:

  • Helpdesk cover ranging from standard business hours to 24×7
  • Access to our Zendesk portal for raising tickets
  • Reactive support, via telephone, remotely or on-site
  • Flexible cover on infrastructure, covering hardware virtual and physical environments
  • Guaranteed response times
  • Dedicated Technical Account Manager
  • Scheduled and ad-hoc on-site resourcing

Our team of Support Technicians:

  • Continually keep the business interests of our clients in mind
  • Optimise the managed services tools to best benefit clients
  • Endeavour to answer and resolve issues quickly and effectively
  • Conduct regular health checks to avoid costly infrastructure downtime
  • Understand when issues should be resolved remotely or on-site
  • Will escalate issues to service providers when appropriate

Exceptional Support Methodology

IP6net’s Exceptional Support methodology combines industry best practice with our hands-on experience of providing IT services to organisations. Our methodology encapsulates the essential IP6net developed processes, systems and tools to be applied during each stage of the managed service lifecycle.

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Stabilisation
  • Incident Management
  • Problem Management
  • Change Management
  • Benchmark
  • Zendesk Reporting
  • Continuous Service Improvement
  • Business Strategy
  • Technology Alignment
  • Service Extension