Maintenance & Support
24/7 monitoring, specialist support and proactive maintenance to keep your communications running smoothly.
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Your telecoms and IT infrastructure is business-critical. When something goes wrong, you need fast, expert support — not an automated queue. Our UK-based support team provides 24/7 monitoring, proactive fault management and dedicated account support across all your services.
From routine maintenance to emergency fault resolution, we keep your systems running so you can focus on running your business.
The distinction that matters is between reactive and proactive, and most businesses only have the first. Reactive support waits for you to notice something is broken and raise it, which means the clock starts when a member of your staff happens to spot a problem. Proactive monitoring watches the services continuously, so a circuit that has dropped at three in the morning is already being worked on before anybody arrives to report it.
What we would not claim is that support prevents faults. Lines fail, hardware dies and third parties have outages, and no contract changes that. What a good arrangement changes is how long the fault lasts and how much of the chasing lands on you — a named contact who knows your site, an escalation route that exists in writing, and somebody else spending the afternoon on the phone to the carrier instead of you.
Service Assured Products
Broadband Protect
Enhanced SLAs and priority fault resolution for your broadband connection.
Voice Safe
Automatic failover for your voice lines — calls reroute to mobiles or alternative sites during outages.
Network Insights
Proactive monitoring with real-time alerts and reporting to identify and resolve issues before they impact your business.
The Full Service Assured Range
- Broadband Protect — out-of-hours 365/24/7 troubleshooting and engineering site visits
- Line Protect — no unexpected Openreach call-out charges when a fault is your equipment
- Voice Safe — fraud protection with a credit guarantee against fraudulent call charges
- VoIP Safe — the same fraud cover applied to VoIP services
- Business Continuity — virtual receptionist and hunt groups across up to 10 destinations
- Site Assurance — calls diverted automatically on power or equipment failure
- Service Protect — engineers who work directly with your IT team and third-party suppliers
- Enhanced Support Plus — guaranteed SLAs, inclusive visits and 24/7 fault and programming support
Maintenance & Support — Common Questions
Is your support team UK-based?
Yes. Support is delivered by a UK-based team rather than an offshore call centre, and for most customers it is the same small group of people rather than whoever answers. That matters more than location on its own — a fault reported to somebody who has seen your site before is resolved considerably faster than one explained from scratch.
What is Web Listings?
A dashboard that pushes your business details — address, opening hours, phone number — out to the online directories and map services people search, from one place rather than fifty. It matters most when something changes, because the usual failure is not that listings are wrong at the outset but that a move or a new number never propagates and old details keep sending customers to the wrong place.
What is Service Assured?
It is a range of enhanced protection products that sit on top of standard support, covering broadband, lines, voice fraud, business continuity, site resilience and enhanced SLAs. Whether any of it is worth buying depends entirely on what an outage actually costs you — for a single-site office the standard arrangement is usually proportionate, and we would rather say that than add cover you will never call on.
What is telecoms fraud?
It is unauthorised use of your phone system to make expensive calls, usually to premium-rate or international numbers. It covers external hacking for profit, malicious disruption, and opportunistic misuse by people who already have access. UK losses run to roughly £1.2 billion a year.
How do I reduce the risk of phone system fraud?
Bar the call types you never make, change default and engineer passwords, review itemised billing for unusual out-of-hours or international activity, and put fraud monitoring in place so unusual patterns are flagged before the bill arrives.
More Support Services
Need Better Support?
Whether you're looking for enhanced SLAs, 24/7 monitoring or a fully managed support package, we'll tailor a solution to your needs.