Single Point Of Contact
Whilst the Service Desk will take care of all Call logging and management of calls and other queries, you will have one Account Manager, who will look after your account, and be your central point of contact. He or she will be available to you as required to discuss the contract and service provision. The Account Manager will also be able to offer advice and arrange health checks as necessary. With one point of contact greater efficiencies are delivered saving you both time and money. You will always know who and how to contact us.

Although the Account Manager will be the initial point of contact if you have any queries or problems with the IP Integration service, there is an escalation procedure should this ever become necessary. The Service Manager can be brought in to discuss any issues, and should you feel that the problem is still not being addressed adequately, any issues can be escalated right up to board level, bringing in our Chief Executive Officer.

IP Integration trust that through complete transparency of our procedures and our call handling that such escalation procedures will never be needed.

Service Level Agreements & Key Performance Indicators
At IP Integration we believe in partnership, and working together to support your business. Even the best partners need to be measured against set indicators. IP Integration offers the best and tightest SLA’s in the industry. We can offer to have a fully equipped and experienced engineer on site within 2 hours, and a resolution within the following 2 hours on most standard equipment.

These timescales are extremely tight, but we can and do achieve these due to the quality of our engineers and the diligence of the entire service team in ensuring that all stocks are kept up to date. In addition, all our engineers have access to the latest tools and software aides and we have the ability to investigate problems remotely whilst an engineer is on his or her way to site.

All IP Integration service offerings are measured by our service desk software against agreed Key Performance Indicators (KPI’s), and are available for you to view via the web, or through regular printed reports. We offer complete visibility of all performance indicators. The service levels and performance indicators are agreed prior to IP Integration providing you with a price for the service.

+ Bronze + Silver + Gold

Fault Categories
IP Integration will categorise all faults as they are logged. We generally operate on 3 categories, as follows:

Category 1 Urgent Priority - 4 hour response

Category 2 High Priority - 1 day response

Category 3 Normal Priority - 2 day response

It should also be noted that the categories above are examples. Every company has different requirements and IP Integration can and will add more Categories if required, and if both parties feel that the service offering is improved and/or simplified by doing so.

Customer Satisfaction
The IP Integration service offering is designed to ensure that all our clients receive the very best service possible. To ensure that we are always meeting the high standards we expect from ourselves and which our clients come to demand, we will implement either of our preferred methods of measuring the service you receive.

The first and most comprehensive method is the Immediate User Response (IUR). Under the scheme, the IP Integration service team will contact you following the completion of the call. This contact is generally made via email and involves the completion of a very short and simple questionnaire for our internal use.

The second option provides a more general overview of our performance. This method involves our main contact within your organisation acting as our eyes and ears on site and communicating any issues or problems, during one of your regular review meetings with IP Integration.