Frontline are very proud of the support services we offer our customers. Our help desk based at Chalfont St Peter in Buckinghamshire, manages all calls for support within the UK, EMEA and now Asia Pacific regions.
We have dedicated support staff manning our help desk with separate administrators for each region. Our help desk and Service operation is managed by our central service management system SmartServ.
Our service engineering team carry PDA's for fast communication of new faults requiring attendance and when closing calls down, e mail confirmation can be sent immediately to the customer updating them on the call. In fact in some cases we close calls and send the details to the customer before they are aware there was a problem.
Key account management and reports are generated for both internal use and the specific requirements of some of our larger customers. Quarterly reviews with all customers are encouraged and we can then discuss the service delivery from Frontline as well as looking at the number and cause of faults in more detail.
Frontline operate a 24/7/365 service ensuring our customers can call for support across all regions at all times. We offer a guaranteed response time, usually within 4 or 24 hours from receipt of a call for service.
The efficient running of any security system is dependent on regular preventive maintenance and also the follow up from that where budgeting may be required for replacing some or all of the equipment either soon or in a given period of time. Working closely with our customers with regular review meetings ensures we work together to ensure the best performance from your security systems.
Where the I.T departments allow it, Frontline Technical support engineers can gain remote access to the security management systems to give faster response and fixes to software issues.