Smartcare Support

Network 24’s comprehensive suite of SmartCare support services is designed to help its clients to maximise on their business operations and competitive advantage. In addition to a standard range of services, Network 24 also offers bespoke, tailored solutions covering multi-vendor products across all technology sets.

24 x 7 Operations

Network 24’s Technical Operations Centre is available 24 hours per day/365 days per year providing first, second and third line multi-vendor support.  Our  teams of highly qualified engineers operate best practice escalation procedures and senior level engineers and technology specialists are available as and when required. In addition, engineers have use of a dedicated and extensive testing lab in order to replicate a client's networking issues. All these facilities ensure that our clients' networking problems are swiftly resolved. 

Nationwide Coverage

We offer an advanced part replacement service to ensure that parts are available within the shortest possible time. Network 24 has eight core UK Field Service Locations (FSLs), which together with our strategic partnership with DHL, provides us with access to more than 58 FSLs.  Strict key performance indicators ensure that, within 30 minutes of a call being placed, the requested part is on its way to the client. We can boast a  four hour response across the UK and two hour in core metropolitan areas. Uniquely, Network 24 offers SmartCare support services to the Channel Islands and Isle-of-Man.

Bespoke Solutions

We provide support solutions designed specifically for individual client needs. Whether this means rapidly setting up local FSL’s, or holding bonded, high-availability spares directly on client site, our flexible and passionate approach ensures that we implement the solution in a completely seamless manner.

Customer Excellence

Customer excellence is paramount.  It is partly achieved through clear and pro-active communications. In the event of a fault call, it is imperative that our clients are assured that service will be restored within the agreed time. To help with this communication, clients are also provided with online access to our Service Management Centre ensuring real-time visibility of case information 24 x 7.