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.
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.
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:-
Additionally, many clients also wish to enhance this service to include an engineer to site to assist with the replacement of faulty hardware.
Supported customers are entitled to access software updates, made available by the network manufacturer, including:-
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.
"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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