Our customers rely on technology solutions to keep their business operations running securely and smoothly every day, so we know how important your IT systems are. That’s why we have a number of customer support solutions to make sure we can respond in the most efficient way to resolve any of your service queries and minimise the impact on your business.

Customer Support Portal – FLEX

Flex is an online portal, accessible 24/7 allowing you to raise and monitor support tickets, either via your desktop, laptop or mobile App. New tickets are opened via some easy-to-select categories and guided questions to make sure we have all the information we need to resolve your issue. By capturing as much information as possible, our team are able to respond quickly.

Flex Benefits

You can login to Flex to monitor the progress of a ticket, add notes, information, images or files. You will be notified when a member of the Focus Team has updated the ticket, preventing any delays with missed calls or emails. Flex can also provide you with an audit trail of information, ticket stats and an overview of hardware orders made by your employees via a dashboard - a useful analytical tool for IT Directors. Don’t worry though, we’re still at the end of the phone for any emergency situations and you will still receive regular contact from our friendly, knowledgeable team whilst we work on your ticket. FLEX simply allows us to be more efficient routing your request to a team member, capturing information and to monitor ticket performance.

Quick Support

team-viewer

Once you’ve raised a ticket, one of our support team may ask to access your device in order to help fix your IT issue. TeamViewer allows us to do that quickly and easily without breaching any security protocols. There’s a quick link to TeamViewer on our main website menu so you can always find and access it quickly and easily.

Quick Support

Our Customer Satisfaction Scores

We aim to offer unrivalled customer service standards and when each ticket is resolved and closed we ask our customers to provide a satisfaction score. We want to make sure our customers are happy and where we can improve if needed! 

7

Seconds Average Response Time

99

Percent Of TicketsMet Resolution SLA

98

Percent CustomerSatisfaction

72

Percent Of 1st TouchResolution

Customer-Support-Team

Based in Cheshire, our support team are a hard-working bunch who love problem-solving! Our experience spans 20 years, but we’re constantly learning about the latest solutions and undertaking training & qualifications to make sure we can deliver a knowledgeable and efficient support service to our customers.

Meet The Team

If you’d like to chat to us about our IT Support services, please complete your details here and we’ll be in touch!

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