Serversys is an organisation committed to customer service excellence. Our fully accredited customer care team takes a personal pride in providing a first class, efficient and friendly service that’s proved invaluable to the users and administrators of our software solutions.

Customer Care Frequently Asked Questions

Who provides your Customer Support?

Our Customer support is all provided in-house at our head office in Reading , Berkshire.

What training do you provide for your Customer Support Team?

All of our consultants are fully accredited to the highest possible levels and attend regular training events to ensure that their skills are kept up to date.

What level of service can I expect?

Our highly trained people use the latest support desk technology to ensure a friendly and efficient service. The majority of support calls we receive are resolved upon first contact. Unresolved calls are idiately escalated to our second line support specialists, who’ll provide regular status updates through to resolution.

What is included within my agreement?

• Unlimited Customer Support during our published hours
• Access to the team via a dedicated Customer Support telephone number
• Calls can be logged via e-mail 24 hours a day, and you will receive a unique identification number for your reference
• Remote e-support via WebEx - a browser based remote support tool
• Access to an extensive database of common questions and answers
• A consultant will visit your site, free of charge, should we be unable to resolve a technical issue remotely.

When will I be able to contact your Customer Support Team?

The Customer Support Team are available from 9.00am to 5.30pm Monday to Friday (excluding UK Bank Holidays) via telephone however for the less urgent enquiry you will be able to log a call & receive a unique call identification number 24 hours a day. Requirements for out-of-hours support can be discussed for individual customers.

What makes Serversys different?
We provide the highest possible levels of technical support and boast a 98% customer retention rate. Our fresh and modern approach means we take ownership of your issues and make them ours to resolve. Our support philosophy generates much higher levels of customer satisfaction, with the biggest 'sighs of relief' coming from busy Managers/Directors who now have the time to concentrate on running their businesses.

Our support team is made up of highly qualified consultants who are also involved in project delivery, ensuring that 'hands-on experience' and 'real-world knowledge' leads to quick and efficient resolutions. Our consultants are available via a dedicated support telephone line or e-mail. Support with Serversys entitles you to unlimited technical support during our published hours.

Our industry leading support response times are clearly documented in your service level agreement (SLA), which can be sent to you on request. In addition to our standard support package we also provide an extensive database of common questions and answers and a library of the latest builds/maintenance releases for customers to download. When training issues are uncovered we provide interactive assistance to help build your knowledge.

Our unique pro-active approach results in a highly effective knowledge transfer from consultant to end user.