We take great pride in providing a reliable, functional, secure and performing system with a heavy focus on cloud based infrastructure. We like to see the system respond in the correct way, all of the time. However, things can go wrong at times. Phone lines can fail, servers, switchboards, bad weather, broadband and other devices can, on occasion not behave in the way that we expect.

Occasionally our clients will ask ‘what are your response times’ and ‘what happens if my server does fail?’.

Many of our clients choose to use our support services on an ad-hoc basis and as a result, we only carry out chargeable work when a system requires attention. We have addressed this by released our new Fixed Fee managed services offering. We are able to resolve priority calls from our managed customers remotely often within the first hour of a report either from our monitoring systems or a customer fault report. Due to the critical nature of IT, we do advise our customers to contact us and enquire about a bespoke support solution that suits their needs.

So what are our response times?

Customers on a managed services agreement will expect a response to the majority of issues within one hour, often with a resolution if the task can be handled remotely. Site visit responses differ depending on the agreement in place. Ad-hoc customers should expect a good level of service, although the response time is not guaranteed.

How do I report a fault or support issue?

To assist us, the most efficient method is to always email support@firbanks.com with as much information as you can. If this is not possible then please contact 01489 858109. Where possible, please refrain from calling an individual directly (such as their mobile or direct email) as this immediately limits your coverage to an available support engineer. We can only track our response times by using a central method of contact.

We are in a fortunate position to manage many of our clients services and as a result, we can see if the internet is working, carry out direct line checks and other troubleshooting tasks. After you have reported a fault we will often investigate and build a current picture of what is happening. This allows us to populate and understand (and often resolve) the issue swiftly without the need to liase with third parties.

In summary. To contact the support team and report any works please:

  1. Email support@firbanks.com if you can, otherwise
  2. Call 01489 858109 and report the fault.