Customer Support

Under an ITILv3 Framework, Solar Communications Customer Support strategy is supported by both the Service Transition (Project Delivery) and Service Operations (Service Desk/Engineering/Field Engineering) teams.

Our teams adopt a “Customer First” Service Management ethos, ensuring full customer capture requirements are made from the outset to the delivery of high availability operational services throughout our customer support contract.

ITIL Service Management

Service Transition

Operated under both ITIL v3 and Prince2 frameworks, Service Transition is responsible for the delivery of all project solutions from Multi site complex, Voice, Data and LAN services to the allocation and provision of Geo/Non Geo telephone numbers.

The team provide intimate customer support, from initial Project allocation, through to User Acceptance Testing (UAT) and handover to the Service Operations team for through life operational support thereafter.

Service Operations

The Service Operations Team comprises 3 Customer Support teams:

  • 1st Line Service Desk Engineers, to triage and first time fix
  • 2nd Line Engineering team, supporting Mitel, ShoreTel, Avaya and Data/Cloud systems
  • Field Engineering teams, supporting Mitel, ShoreTel, Avaya and Data/Cloud systems

Each team is responsible for the through life contract support of all customer platforms and systems. Incidents are professionally managed under strict Service Level Agreements (SLAs) through our ConnectWise Incident Management ticketing system.

Solar Communications Customer Support