Customer service

Our customers benefit from the special level of dedicated service and attention that you get from a small company, combined with all the best practice enterprise-level quality and expertise you’d expect from an industry-leading provider.

We really know our technology because we engineer our own services – this means we can be responsive and adaptive to your needs. We’ve also been working with the public, education, health and government sectors for years, so we intimately understand the operating conditions that affect organisations in these areas.

We enjoy long-term relationships with many of our customers and would describe our approach as friendly, personable and flexible. That doesn’t mean we’re not incredibly serious about maintaining the highest standards of customer satisfaction and technical expertise.

Over 25% of our staff work in dedicated customer support roles, and we recruit and train our support professionals to the most rigorous industry benchmarks.

In a recent customer survey, 87% of our hosting and web development customers were satisfied or very satisfied with our service.
Some of the key features of our approach to customer service include:

• 24/7 support where it’s needed
• Monitoring service availability, response time and accuracy
• Tailored service level and quality guarantees.
  

Industry-standard support

The Information Technology Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. It provides a set of best practice standards and recommendations drawn from the public and private sectors internationally. The majority of Eduserv’s support staff are ITIL certified, and the tools we use to deliver our service are ITIL-aligned.
We also have the following British Standards Institute accreditations:

• ISO 9001 (Quality Systems – Management Systems Requirements)
• ISO 14001(Environmental Management Systems)
• OHSAS 18001 (Occupational Health & Safety Management Systems Requirements)
  

The Service Desk

We use the powerful HP Openview Service Desk suite to help our technical teams across the organisation provide clear and consistent responses to customer queries. Customers can track the progress and resolution time of issues and receive timely and personal response. Customers can of course always email or phone us to discuss a query.

We use the Service Desk suite to manage the following ITIL core processes:

• Service Desk & Incident Management
• Change & Configuration Management
• Release Management
• Problem Management
• Service Level Management

Service Managers

Depending on the chosen service level, you’ll be assigned a Service Manager who will maintain regular contact with you, monitor and review current service performance and any evolving requirements, ensuring that we meet the service commitments and provide guidance on possible efficiencies and areas of improvement. All Eduserv Service Managers are senior members of staff with a strong understanding of Eduserv processes and many years of experience in increasing levels of customer satisfaction.

Customer Support Group

Our Customer Support Group takes ownership of the vast majority of customer support requests from the Service Desk. This team includes Senior Analysts who mainly deal with the following:

• Incidents and service requests
• Deploying website changes
• Problem management investigations and service improvements
• Support for customer environments (including adding CPU, Zeus load balancing and database changes) 

Application Support

A team of analysts with a wide range of skills including .NET, Java, MySQL, PHP, Perl and C/C# who respond to application issues, implementing and maintaining both bespoke and off the shelf applications for customers.

Network and Security

This team manages Eduserv’s network and security infrastructure. They are highly skilled, technical experts who are able to troubleshoot incidents and provide advice and guidance on infrastructure and security matters.

Customer Satisfaction Surveys

We’re not content with resting on our laurels. As well as scheduled service reviews with customers, we carry out frequent, random spot-check feedback questionnaires and an annual satisfaction survey to highlight areas where we can improve.