Technical Telephone Support Services

The LAN3 technical telephone support service provides access to fully certified networking engineers, for fault escalation and technical support. LAN3 has invested heavily to ensure we align well with ITIL recommendations in the 24/7 Service Centre, based at our Oxfordshire headquarters. The investment has been very well received and helps ensure our customers receive the highest possible telephone support service from enthusiastic accredited engineers.

LAN3 supported customers are also entitled to receive software updates from the manufacturer, with the option to enhance the support and receive hardware replacement to site, in the event of hardware failure.

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Networking Expertise

All LAN3's engineers, working from the Oxfordshire Service Centre, are fully trained on the leading networking technologies. Additionally, the Service Centre has an impressive percentage of CWNA accreditations (80%), ensuring LAN3's clients have access to outstanding technical networking and WiFi expertise. This training and expertise enables our engineers to accelerate the resolution of faults and issues, and ultimately assists our customers by delivering increased network up time and additional network performance.
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Service Levels

With strict ITIL processes entrenched within LAN3's Telephone Support Service, clients can be assured all incidents are prioritised based on their severity. For example, a P1 incident, the most serious and one resulting in complete network failure, has an SLA response time of 15 minutes.

The internal processes are regularly reviewed and improvements made, where necessary.

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Hardware Replacement

In the rare instance that a fault cannot be fixed remotely by our Service Centre Engineers, clients can upgrade their support service to include hardware replacement, with the following options:-

  • Return to Base
  • Next Business Day Shipment
  • Next Business Day Replacement
  • 4 Hour Replacement

Additionally, many clients also wish to enhance this service to include an engineer to site to assist with the replacement of faulty hardware.

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Software Updates

Supported customers are entitled to access software updates,  made available by the network manufacturer, including:-

  • Software subscription for application updates and upgrades, ensuring customers have optimised and secure application software, helping to manage IT budget and maximise network performance.
  • Operational software updates and upgrades, to ensure the network device is running the latest appropriate software. This service is available with the purchase of any service offering.

Why LAN3 for Technical Support?

LAN3's Technical Telephone Support Service delivers access to accomplished networking engineers and the company's accumulated networking expertise. This quality service is only ever a phone call away, invaluable when something critical occurs to the network.

LAN3 has invested heavily in a market-leading Service Centre, associated ticket management software and vendor certified and fully trained technical engineers, available round the clock.

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ITIL Aligned

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Certified Engineers

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Increased Network Uptime

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Guaranteed SLAs

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Daryl Reseigh

ICT Systems Manager, Eggars School

"I have been a customer for about 5 years now, with LAN3 supplying, configuring and supporting our Aerohive Network. On the rare occasion I do need to contact LAN3’s Service Centre, the service has been outstanding. Staff are very knowledgeable, friendly and professional.

"I know I can rely on them in a time of need, and therefore I never worry about managing my wireless network. Issues are dealt with very quickly and I have never been more than a day without a fix in place. Mike and the team do an excellent job and I wouldn’t go anywhere else for support of my wireless network."

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