Our Unique Approach To Hardware Maintenance Keeps The DataCentre Lights On!
Things break, and when they do it’s the responsibility of your hardware support provider to get them working again – quickly and efficiently. It sounds simplistic, but if your hardware support provider has the right people, parts, skills and processes in place then that’s exactly what will happen.
At Infinity, when we talk about ‘people’ we’re actually talking about the 90 OEM trained engineers we have in our first tier who provide call-out cover throughout the UK.
We’re also talking about our technically trained call-centre operators who are on hand every hour of every day to log calls, co-ordinate engineers and liaise directly with manufacturers if needed.
By ‘parts’ we mean over £7 million pounds of OEM components on the shelf at any one time and the facility to provide dedicated sparing for our clients.
And finally, when we speak of ‘processes’ it’s things like our on-line fault logging, fault emulation modelling, warranty management and great value fixed-price contracts we’re really referring to.
Don’t just take our word for it. Take a look at our Live Satisfaction Ratings or read our Testimonials.
We’re Operate 24 x 7 x 365 As Standard!
Many of our Clientele have an International Presence or provide business critical services that demands 24×7 IT Support. Where customers expect a seven-day service and around the clock care Infinity provide this service as standard. Part of Infinity’s success is that our UK Service Desk never stops, monitoring your Servers, Storage, Network, Lines and Backups, all to ensure the seamless uptime of your business operation.
Our UK Service Desk Supports The World!
Our main Service Desk is based in Uttoxeter, Staffordshire. Centrally located in the heart of the Midlands we have excellent access to all major roads, with the M6 and M1 being just minutes away. Whilst it takes just minutes to be on the road, it only takes seconds to be on your Server, Storage, Network, Desktops and Laptops via our remote support agent. Our helpdesk Engineers are quickly able to understand the magnitude of the issue being reported and whether it is an individual or a larger scale problem. Infinity then pride themselves on setting expectations for how the issue is likely to affect their ability to work.
Total Problem Management
Infinity’s total problem management approach takes away the challenge of identifying who to call. Our support team should be the first point of contact for all issues, irrespective of the problem at hand. Our Engineers will identify the root cause of an issue and liaise with any third party, such as application vendor on behalf of our client, until the issue is resolved.
Each step of the way, the user needs only to speak with Infinity and await a resolution, whilst being kept continually up to date as the Ticket progresses.
We pride ourselves in the ability to respond quickly to our clients issues.
Infinity have a multi-path facility for the logging of a support ticket. Our exceptional team of Engineers can be reached via Phone, Email and Web-Portal. Issues reported directly into our call centre are answered immediately and logged by a member of the team. Issues logged via email or web-portal are dynamically allocated to an appropriate engineer who will return our clients call within a maximum of 30 minutes.
On average our response time is less than 30 minutes, and your Account Manager will examine call stats in your Service Review Meetings.
We’ve Got IT Covered!
Infinity make considerable investment in both money and time with our chosen vendors. The strength of our relationships with the manufacturers is highlighted by our ability to quickly speak to the correct contacts for problem resolution. Infinity recognise that for an end user to deal with manufacturer directly it can be time consuming and in some cases a daunting task for non-technical people. In an effort to combat this, Infinity will liaise with the manufacturers to manage our clients warranty related issues and ensure a work around is in place to keep your staff productive.
Besides assisting with Warranty support tickets, Infinity will also manage the warranties of your devices on your behalf for your business. This value-add will ensure the option of maintaining hardware support post–warranty isn’t overlooked.
We’re A People Orientated Business!
We allocate an Account Manager to each account we have. Our Account Managers are experts in IT service delivery and their sole existence is to ensure the smooth running of your support agreement. Infinity have a variety of different expertise to ensure your Account Manager is the perfect fit for your Business needs and can actively advise you of the best strategy.
Our people are what make our solutions different to our competitors, and our biggest value add. We believe that having regular service reviews are part of the reason we have such a high retention rate of clients, as tailoring the perfect solution is a continuous process.
Not every client likes to log a call via the telephone, and time restraints often mean a desire for different methods of logging calls. Infinity’s web-based Support Portal provides access to all the critical features of your agreement. It provides role based access to log incidents, track updates, change inventories and run reports. Best of all, it’s in real-time direct from our engineer’s system, so whatever the time of day you have access to the full view of your Account with us.
The portal can be customised for large estates where brand identity is essential.
We’re The Best For A Reason!
Our people are already vastly experienced in support services, yet each year we invest heavily into the latest accreditations with vendors we believe are bringing quality products to market.
We Can Be Anywhere Within <2hrs
Infinity has engineering capabilities throughout the UK, resulting in our ability to reach any UK postcode within two hours. The below diagram outlines our engineering, stores and recovery centres throughout the UK and Ireland.
INFINITY has a maximum efficiency and minimum wastage policy, therefore some of the sites listed below are secure shared sites.
Unlimited Calls At A Fixed Price!
All Infinity support agreements operate on an unrestricted basis. The reason for our unrestricted policy is because we understand that some users and devices experience higher call rates either due to skill levels, device suitability or time of day tasks. As a result, we feel that providing fixed price unrestricted contracts is the most desirable solution.