The Channel Partner for Enterprise Hardware Support & Services
Channel Only Partner
The Third-Party Maintenance (TPM) hardware support industry has been experiencing significant consolidation in recent times. A large number of formerly niche and channel only TPM’s have been acquired by larger organisations, whose main focus and drive is to gain market share by targeting both channel and direct end-user business, resulting in significant conflict.
Working with UltraSupport Services, a true channel only TPM, our partners have the confidence and assurance that they are engaging with a partner who’s aim is to nurture mutually beneficial long-term relationships, built on trust and integrity.
Field Engineering Coverage
Utilising our extensive field based technical engineering team and strategic network of forward stocking locations, we can provide support up to a 4hr fix, 24x7x365 to all UK major conurbations and many other outlying areas within the UK.
The UltraSupport Services engineering team are supported remotely by our 24×7 service desk, who also provide technical assistance to our customers along with triage of all support tickets. Our nationwide field engineering coverage allows our support centre team, which includes ticket management, logistics and technical support, the ability to quickly identify the right engineer and the right part to meet your contractual service level.
UltraSupport Services are a truly genuine, channel friendly, IT services provider
Contractual service level attainment is paramount to customer satisfaction and therefore lies at the core of our ethos and business goals. Internal KPI’s (Key Performance Indicator) work in conjunction with our ticketing system and customer portal to monitor SLA’s (Service Level Agreement) against contractual commitments. System thresholds and alerts ensure our service delivery team are always on target to achieve our commitments and maintain our average overall SLA attainment of 96.0%.
UltraSupport Services offer a vast range of contractual service levels. In addition to multiple combinations of hours of cover and response and fix times available, we can also offer Engineer Only, Parts Only & Cisco software support. Our experienced Account Managers will work with you to develop a solution that will meet your customers’ specific requirements and budget.
24x7 Service Desk
Located within our group headquarters in Stevenage, our Service Desk provides our partners with 24×7 support ticket logging for fault calls, multi-vendor technical support and incident management through to resolution. Tickets are managed by experienced engineers who provide technical fault diagnosis and either resolve remotely or arrange for parts to be shipped to site and coordinate one of our field engineers to attend site within the SLA.
In addition to raising a support ticket via telephone on 01438 211 207, our partners and their customers can raise a support ticket or request an update to a support ticket via email on firstname.lastname@example.org. Our Partner Portal is also available. This allows partners to log support tickets online; view a ticket’s status in real time; update open tickets; view all historic ticket information; and view full details of all active contracts.
As a truly independent, vendor agnostic, IT maintenance service provider, UltraSupport Services can provide hardware support for all the major tier one vendors, with an ever-expanding list of niche and tier 2 vendors.
Being part of the Ultratec Group, our logistics and procurement teams have direct access to their impressive stock holding, which is centred around a main 27,000 square feet warehouse in Stevenage, which holds in excess of 200,000 systems and components at any one time.
Please do not hesitate to contact our sales team if you have specific product enquiries: 01438 211 220