Support Designed With You In Mind
At Netcetera we are always keen to hear what our customers have to say – Inspired by their feedback, we are proud to introduce a new range of support packages to suit all your needs.
Level 1 – BASE Support Package
Included with all Packages as standard
- 24/7 Access to 1st Line Support with escalation to 2nd and 3rd Line Support
- Open Tickets via
- Service Level Agreement (SLA) – 2hr response time (Live Stats)
- Telephone Support at Local Rate on 03330 439780 (requires a ticket number first)
- 24/7 LiveChat (requires a ticket number first)
- Knowledge Base
- Video Tutorials
- Status Page
Price: £FREE/pm
Level 2 – PERSONAL Support Package
For those who are less technical and want a more personal touch – as per Level 1 Package PLUS
- Priority Support Telephone Support (ticket number not required)
- Direct Contact with 2nd and 3rd Line Senior Technicians
- Open Tickets via Telephone
- Remote Access Support – for your server, desktop and laptop
- Named Account Manager with Direct Phone Number and EMail
- Quarterly Service Reviews
Price: £20/pm
Level 3 – CARE Support Package
We can carry out the work for you eg Creating a Website, EMail Account – as per Level 2 Package PLUS
- 30 mins of Web Site or Server Admin per month Included (worth £30)
- Additional hours of Web Site or Server Admin available at discounted rate of £25 (normally £50)
Price: £30/pm
How To Contact Netcetera
- TECHNICAL ISSUES – For all Technical Issues please open a ticket with our 24/7 Tech Team in the first instance on [email protected] or via Web. You will receive a unique Ticket Number which will allow you to follow up on the ticket with our Tech Team by Telephone on 03330 439780 (M-F 09:00 to 17:30) or 24/7 LiveChat
- BILLING ISSUES – For security reasons, all Billing Issues are via ticket on [email protected]
- CUSTOMER SERVICE – For all Customer Service Issues please open a ticket with our CS Team in the first instance on [email protected]
Response Times
During the term of this agreement, the Company shall provide Customer with the following response times:
- 24/7 Tech Support – L1 (available 24×7): 2 hour response
- Support – L2 (available 24×7): 2 hour response
- Support – L3 (available 24×7): 12 hour response
- Support – Domains (Mon – Sun 9AM – 9PM UK time): 12 hour response
- Accounts & Billing (Mon – Fri 9AM – 5PM UK time): 12 hour response
- Legal & Abuse (Mon – Fri 9AM – 5PM UK time): 12 hour response
- Management (Mon – Sun 9AM – 5PM UK time): 24 hour response
Server and Site Admin
Choose Your Support Package Now
Questions?
Speak to our friendly team today to find out what our services can do for you, or for any other queries, please call 03330 439780 or Chat Live with one of the team.