Support

Service and support

We understand that the quality of the service we provide reflects directly on you and your organisation. We appreciate that our service is often an intergral part of your service to your customers and we take our role in that relationship very seriously.

Helping our customers do amazing things

99%

We meet 99% of our response time targets

90%

The service desk resolves 90% of issues on first assignment

40%

Support teams resolve incidents 40% quicker than the industry average

+64

Our Net Promoter Score is 64 a 30% improvement over 24 months

Our service promise

  • To be always available for our customers 24x7x365
  • To respond to requests for help within agreed timeframes
  • To assign a named analyst to work on each case through to resolution
  • To be honest and transparent in all our interactions and to communicate regularly
  • To always work with our customer’s interests in mind
  • To deliver value through our expertise
  • To use all feedback to improve service
  • To be always available for our customers 24x7x365
  • To respond to requests for help within agreed timeframes
  • To assign a named analyst to work on each case through to resolution
  • To be honest and transparent in all our interactions and to communicate regularly
  • To always work with our customer’s interests in mind
  • To deliver value through our expertise
  • To use all feedback to improve service

Why the Claranet experience is different

Claranet understand that you rely on us to serve you and your customers around the clock. We do what we say we will do and strive to never let you down.

Enterprise monitoring tools

Enterprise monitoring tools

Situation based monitoring aggregation

Change governance

Change governance

Review, approval and scheduling of infrastructure changes

Partner netowrk

Partner network

Our technology partner network ensures our technical capability and expertise

Problem management

Problem management

Using data to eliminate issues, reduce impact, and prevent outages

Transition management

Transition management

Control over testing, deployment, and support of customer solutions

Service excellence

Service excellence

Support built by the highest industry standards

“This was a big project - it took 18 months to migrate to the new network. Yet despite the complexity of the implementation the Claranet team was a dream to work with.”

CIRCLE HOUSING

Read case study

Claranet Online can be used on mulitple devices

Claranet online, your gateway to a new kind of service experience

We believe our customers should have the freedom to interact with Claranet and their IT services regardless of the time or their location. Claranet Online is designed to perfectly complement the service you experience from our people so you can deliver the best service to your customers.

Vist Claranet Online