Bolstering our support

Jan 22


Bolstering our support

As a business, we're always looking to improve the way we operate.

In 2013 when hSo acquired wholesale network and hosting specialist Goscomb Technologies Limited, we gained the technical and support know-how of Dan Goscomb. To make the most of Dan, we've changed the structure and reporting lines, keeping ultimate customer delivery in mind.

In addition to managing hSo's network services, Dan has taken over the management of our 24/7 Customer Support and Network Operations Centre (CSC), which frees up Nimesh Patel to focus on service delivery management and field operations. Dan is working closely with Customer Services Manager Emma Chowdhury to ensure a seamless transition.

In related news, we'll be launching imminently our new Customer Portal. Soon you'll have a single platform for viewing and tracking updates on incidents affecting your network, and your orders and invoices. You'll also have access to real time and historical usage stats. Watch this space.

Our CSC's highly qualified engineers have continued to enhance their skills. Their flurry of successful exam results over the past few months speaks for itself. They have recently acquired nine new CCNP (Cisco) and JNCIA (Juniper) qualifications between them – two vendors we use extensively for our solutions.

Among our CSC team's daily functions are proactively monitoring customer and core network infrastructure, responding to change requests and arranging preventative maintenance. We're always looking to add to their expertise in the variety of issues affecting customers' increasingly converged networks – from router and server issues to IP telephony and more.

Having more engineers trained to an advanced level in hSo products means we're better able to resolve support issues and do so faster. Of course knowledge doesn't guarantee better service. It's the ability of hSo engineers to apply new knowledge effectively using hSo's triple ISO certified processes that sets them apart. Our engineers – all based in our UK head office within a secure room – are a friendly, dedicated bunch who are determined to address the unique challenges faced by each customer.

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