About Our Support

HOW TO ACCESS MY FIRSTSERV SUPPORT

Email auto-support@firstserv.com

Or go to Client Area » Help & Support » Trouble Tickets » New Ticket

Please note the following:

  • All tickets are responded to within 15 minutes, 24 hours per day, by a member of our support team.
  • When possible, please send through support requests by email so that we have a written record.
  • For security purposes you will only be able to send in support requests from email addresses that are
    registered with our support system. You can add email addresses via your Client Area or by asking
    an approved contact to authorise them.
  • If calling, have your password ready for security clearance.
  • All calls are recorded for quality control purposes.

ABOUT OUR SUPPORT

Excellent technical service is at the core of everything we do.

Every member of our support team is highly qualified, and has a grasp of real world customer needs. This means they will suggest alternative solutions to issues, or flag up potential problems before they happen, rather than just reacting. We know that your data needs to be live and we work hard to ensure it.

Every member of staff is a full time employee of Firstserv; we do not outsource our technical support teams. Our staff know your application and your specific requirements, and you'll quickly be able to speak to the person you need. This saves you time and ultimately means that your applications run better.

The technical team follow ITIL procedures to ensure consistent, quality controlled and efficient responses to incidents, problems and change control.

Each new install or upgrade is treated as a new project. Prince2 certified project managers provide a bridge between the implementation team and clients, ensuring that communication flows both ways and that projects are delivered to specification and on time.

Our systems ensure that services are provided and maintained smoothly - as you would expect, which means that you can spend your time planning for the future.

Our technicians are constantly undergoing training (such as for MCITP, VCP, Cisco, ITIL). This investment translates directly into improved customer support, meaning a better experience on all sides.

Our account managers ensure that your applications are reviewed regularly and that your needs are communicated to the support teams.

We have staff based 24 hours at each data centre for a quick physical response should it be needed.

Defective hardware is replaced within 1 hour, as stocks are kept on site, networked and ready to be used. Due to the critical nature of downtime we do not rely on manufacturer replacements in case of hardware failure, which increases your uptime.