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Customer Service

Outstanding Customer Service

Our specialised European Customer Service Centre operates 24 hours a day, 365 days a year, so you’re always just a toll-free call away from our experts, whatever your location or time zone.
We’re proud of our customer satisfaction levels. In a recent survey 94% of our customers said they would recommend us to others.

  • Technical excellence

    Our support team is made up of experienced professionals, fully trained in the latest ITILv3 standard.

  • Operational excellence

    All our operations, as well as the ECSC, are accredited to the internationally recognised information security and business continuity standard, ISO27001.

  • Single point of contact

    Because our European Customer Service Centre (ECSC) provides a single point of contact, even when you have multiple sites, you receive all the information you need in one go. The ECSC liaises with all the sites for you. We have the same pan-European approach to contracts, providing a single, master service level agreement that reduces the need for multiple negotiations.

  • Nerve centre and knowledge hub

    The ECSC systems proactively monitor all our data centres, covering all physical infrastructure. They also co-ordinate site-access requests, remote-hands intervention and maintenance, as well as the SLA-based customer ticketing process. By sharing information, they provide a knowledge hub for incident identification, escalation, management and resolution.

  • Multilingual

    We provide native language support for customers in English, French, Spanish, German and Dutch.

  • Account reviews and reporting

    For some of our larger, multi-site customers, we have a dedicated team conducting service reviews and preparing monthly or quarterly reports.