At Redcentric we view support as a key part of the service you buy from us, with the people and processes as important as the technology. Every customer has a technical and customer account manager, ensuring you receive continuing support throughout the lifetime of your contract. Information flow is a vital element of the service. Whether it is during a fault scenario or for scheduling maintenance, our communiques will keep you fully up to date.
Redcentric Service Desk | 0345 120 7070* | support@redcentricplc.com
If you have any questions about Redcentric’s response to COVID-19, please keep up-to-date with us here.
From February 2022 we’ll be using SMAX to help us to deliver service excellence for our customers. The launch of SMAX is part of our continuous improvement programme and supports the latest ITIL best practice processes. Find out how easy SMAX is to use and how AI, machine-learning, automation and self-service will benefit you.
Whether we’re watching your data round-the-clock with ‘hands and eyes’ support, configuring a new firewall for you or installing on-site equipment such as IP phones, you can rely on the highest standards of technical assistance at all times. Of course, things can go wrong too, but with vast experience across the IT & Communications landscape, we’re well equipped to both pre-empt issues, and deal with them quickly should they arise.
Redcentric’s support operations meet the highest industry standards. Our service management processes are based on the ITIL framework and are fully supported by Gartner-referenced service management tools and process automation. We have fully documented major incident and customer service plans, which detail how we operate both in business as usual scenarios and during major incidents.
If for any reason you’re not happy with Redcentric’s service, you can raise a complaint with any member of our team.
Below are some details about the features and login details.
MyServices is our Online Management Portal for services. MyServices provides secure web-based access to your services portfolio anywhere in the world. Redcentric provide clients with a range of online tools; all located within our MyServices portal. MyServices is designed to be your single point of contact for information relating to your services. MyServices links directly to our key support systems including the industry leading HP Openview suite.
As well as providing the latest details on the delivery of your services by using MyServices you can create and manage service calls, leave feedback for the Support Team. MyServices is also the gateway to Service Reports, as well as Info Vista, the market leading network performance reporting tool.
Features include:
Info Vista is the industry leading enterprise class reporting system giving customer access to detailed information on Network & Data services.
Allows access to:
HP Service Manager is the complete service management tool which completes the implementation of our ITIL methodology (please note that as of February 2022 SMAX will replace HP Service Manager).
The myriad of benefits include:
From February 2022 we will be using SMAX to underpin our ITIL service management processes.
Why SMAX?