First Time Fix – Helping our customers to resolve any issues quickly and simply is one of our key goals. Our exclusively UK-based support teams are available from 09:00 to 18:00 Monday to Friday as standard to answer your questions and solve your problems. Cloudserve can provide up to 24×7 Support as required. We aim to solve 95% of customer issues with our first response.
The Personal Touch
As a Cloudserve customer, you will be assigned one of our support teams and all your contact with us will be handled by the same small group of skilled engineers. This means that we can build a better understanding of your business requirements, effectively becoming part of your team.
Our Support Team
We recognise the importance of good customer support. Whilst our support teams are only available for direct telephone contact between 09:00 and 18:00 as standard you can log a trouble ticket at any time 24×7. Cloudserve systems are monitored 24 x 7 your systems around the clock. your questions and problems will always be dealt with by the same team – encouraging continuity of support and a greater understanding of your business and its needs.
Cloudserve support ‘pods’ replace the standard 1st, 2nd and 3rd line support model with small, highly skilled operational teams. This encourages knowledge share, transfer of skills and the ultra-fast resolution of issues. Each team has a fixed number of customers to look after and is rewarded for keeping them happy!