CUSTOMER SUPPORT

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.

Contacting Our Support Teams

Redcentric Service Desk | 0345 120 7070* | support@redcentricplc.com

*The previous 0845 200 2000 number has now been replaced and is no longer active

Big Enough To Deliver, Small Enough To Care

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.

Best Practice Service Management

Redcentric’s support operations meet the highest industry standards. Our service management processes are based on the ITIL* V3 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.

Complaints

If for any reason you’re not happy with Redcentric’s service, you can raise a complaint with any member of our team.

Our Client Portal

Below are some details about the features and login details.

What Is Inform?

InForm is our Online Management Portal for services that were previously operated by InTechnology Managed Services (now Redcentric). Inform 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 Inform portal. Inform is designed to be your single point of contact for information relating to your services. Inform 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 InForm you can create and manage service calls, leave feedback for the Support Team. InForm is also the gateway to Service Reports, as well as Info Vista, the market leading network performance reporting tool.

Login to Inform

Features include:

  • View of the current status of open tickets, the ability to log new calls and update existing records
  • Storage utilisation and trend information
  • On-line access to billing data
  • Access to project manager and latest status and date information for projects in service delivery
  • Access to an industry leading reporting and management suite – Info Vista

Info Vista

Info Vista is the industry leading enterprise class reporting system giving customer access to detailed information on Network & Data services.

Allows access to:

  • Reports covering Services/Devices/Sites with the ability to summarise at each level
  • Detailed network statistics on availability, performance and utilisation
  • Analyse packet loss, latency and inbound/outbound traffic over specified time periods
  • Instant reports give a “real time” view activity

HP Service Manager

HP Service Manager is the complete service management tool which completes the implementation of our ITIL methodology.

The myriad of benefits include:

  • ITIL ticket categorisation in terms of interactions, incidents, change, problem etc
  • Service related views (rather than individual hardware components)
  • Knowledge base
  • Automatic ticket creation and escalation based on pre-defined criteria
  • SMS notifications to customer distribution groups

Enterprise Discovery Tool

A powerful management tool that enables us to organise and manage complex infrastructures.

  • Network discovery software that recognises new devices as they appear on-line and reconciles them with our accounting/ERP systems
  • Automatically populate the Configuration Management Data Base (CMDB) by dynamically creating records removing the need for manual intervention, thereby ensuring integrity and consistency of the information held in our systems
  • Creation and upkeep of network diagrams on a per customer basis
  • Automatic management of moves, adds and changes (MACs) to customer networks
redcentric

redcentric

0800 983 2522 sayhello@redcentricplc.com