TECHNICAL SUPPORT

24/7/365 Network Operation Centre

LAN3 ITIL Aligned Service Centre

With the LAN3 Technical Telephone Support Service you get 24/7, 365 access to fully certified networking engineers, for fault escalation and technical support.

We have invested heavily to ensure we align well with ITIL recommendations in our 24/7 Service Centre, based at our Oxfordshire HQ. Meaning you can rest assured you are getting the best possible support service from our accredited Engineers.

As part of our commitment to you, we include full software updates from the vendors as part of our technical service with the option to enhance the support and receive hardware replacement on site, in the event of hardware failure.

Support Centre: 0203 176 4900 (Option 1).

Networking Expertise

All of our Engineers, working from our Oxfordshire Service Centre, are fully trained on the leading networking technologies. Additionally, we hold an impressive percentage of CWNA accreditations (80%), ensuring you 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 uptime and additional network performance.
 

Service Levels

We adhere to strict ITIL processes as part of our Technical Telephone Support Service which gives you the assurance of a clear and well-managed set of protocols for handling incidents. For example, a P1 incident, the most serious and one resulting in complete network failure, has an SLA response time of 15 minutes.

In order to ensure we continually deliver a high level of service we regularly review our internal processes and make improvements where necessary.

 

Hardware Replacement

In the rare instance that a fault cannot be fixed remotely by our service centre engineers, you have the option to upgrade your support service to include hardware replacement, with the following options:-

  • Return to Base

  • Next Business Day Shipment

  • Four Hour Replacement

You also have the option to enhance this service to include an on-site engineer to assist with the replacement of faulty hardware.

 

Software Updates

As part of our Technical Service we include full manufacturer software updates. This includes:

  • Software subscription for application updates and upgrades, ensuring customers' software is optimised and secure, therefore helping to manage the 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.

TECHNICAL SUPPORT IMAGE OPTION 3

Guaranteed SLAs

UK based 24/7 Service Centre

ITIL aligned

Daryl Resigh
"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."
Daryl Resigh - ICT Systems Manager, Eggars School
5 min read

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