Maintenance & Support
Enjoy peace of mind with our maintenance support services. We have designed our packages to provide a very personal service, meaning it is always easy to get hold of someone to help. As part of your maintenance agreement, your telephone system is covered against technical faults and major breakdowns.
Our Technical Support Desk is manned from 8am to 6pm, Monday to Friday (excluding public holidays). If you need to raise a fault, please email firstname.lastname@example.org in the first instance, including as much information as possible regarding the issue you are experiencing. A case will be logged in our system and a reference number will be provided for your information. If you are experiencing a total system failure, please call our Support Team directly on 01276 539321, rather than emailing, so that we can address your issue as a priority.
Our business phone support includes
- 4-hour response in the event of a system failure of more than 35% – we would attend with a new system ready to install in case of total failure
- 16-hour fault response (2 working days) for small issues
- 5-day response for making non-fault changes – such as name changes or extension changes
We will always endeavour to complete as much work as possible remotely, in order to minimise any disruption to your business. Large programming changes (including holiday message alterations), non-fault adjustments that require more than 1 hour of work, and non-fault related site visits will be chargeable at our prevailing rates. This will be discussed with you prior to undertaking the work.
Here’s what our customers have to say…
"iCS Communications are always prompt in reacting to any questions we have. The key people at iCS Communications really understand our business and the challenges we face."
John Routledge, Head of Facilities at J A Kemp
"They inspired me with confidence throughout. They did their best to understand the school and developed a measured and thoughtful solution that addressed all of our needs."
Martin Palfrey, Head of Computing and ICT at Pangbourne College
"iCS Communications impressed us throughout the project with how helpful they were – whenever I had any questions and always got a cheerful, prompt, and really useful response."
Kathy McCluggage, Administration Manager at Metroworth Consulting
"I know that I can pick up the phone any time to ask a question, and if ever there is a problem with one of the systems one of their guys is down here straight away to sort it."
George Delamere, IT Manager at Wilsons Automobiles & Coachworks