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We will provide (as part of our standard service):

Calls Answered within 20 Seconds

When you call SBL we guarantee to answer your call within 20 seconds. No recorded voice message, no prompting required, just straight through to one of our technical consultants.

Engineers not Helpdesk Agents

When you call SBL you are answered by a trained engineer, not a helpdesk agent who merely takes your details and passes the call on to another person. We start resolving the problem immediately – which results in significantly reduced resolution times and happier customers.

Free MACs

We are often called by customers to effect simple configuration changes (MACs) on their telephone systems. Our attitude is always the same – we will complete these as soon as we can and free of charge. No £80 per MAC as some of our competitors charge – if we can do it there and then, then we’ll do it!

Keeping You Updated

SBL wants to keep you updated of fault progression. The ability to be updated via phone, text message, email or instant messaging is all part of the service we offer.

Flexible Response Times

SBL wants to tailor our solution around your requirements. We are flexible enough to develop this approach with you. Whatever response time you require, SBL is able to meet it. We will not commit to anything unless we are 100% confident we can deliver.

No Penalty Cancellation Fees

We pride ourselves on our quality of service. Should we fail in our service delivery, and you wish to terminate your contract as a result of this, there will be no cancellation fee. This is a commitment that our competition cannot match.

Low Calls Bonus

In the event that the number of calls placed on SBL during the year does not exceed an agreed threshold, then we believe you should benefit from a lower premium, discounted by 10%, the following year. If it costs us less to provide the service, then we’ll pass on these savings to you!

Annual Maintenance Inspection

As part of the service SBL offer we undertake an annual maintenance inspection of your systems. This inspection will be a repeat of the pre-maintenance audit but will also include cleaning of filters and checking of UPS and batteries. You will be provided with a report after your maintenance inspection.

Willingness & Ability to support older Software Levels

Whilst it is good practice for all customers to regularly upgrade core system software levels, SBL understands that this may not be economically viable, or indeed, customers may decide that there is insufficient benefit in doing so. SBL is happy to support your systems should you decide not to upgrade from the current level of software. SBL has numerous customers who have taken this route, and we support systems that have not been upgraded for several years.