Support
1st line support 24×7 - All our operators are UK based, and able to answer requests for help (forgotten passwords, general help).
2nd line and project manager support 24×7
As we run support teams in Australia & the UK, we have native English speaking support who can actually do things available 24×7.
You have the option of a project manager - whom you will have direct mobile access to.
In the event they’re unavailable, the call center will contact 2nd line support, who are also on call, 24×7. They will call you back and run any tasks you require. They will be aware of all transactions running, and any previous correspondence on the transaction. All actions and correspondence are logged on our ticket system for transparency, and to enable job handovers on longer running requests.
Margaret needed a large collection of files copied from the dataroom to their internal lit support system. Our enginers in London started the job at 5pm. It was handed over on the ticket system, and completed by the Australian team by 0200hrs the next day.