support for our Partners

Technical support is a key element of any IT based product or service and we embrace that with a support team based at our UK head office who can aid you in the resolution of faults and escalate them where necessary.

Technical support in the VISP partnership is a wholesale service and is provided to resellers NOT to end users. We ask our resellers to liaise with their end users in the first instance so as to eliminate any on site fault prior to us investigating network and data centre issues.

We fully train all our resellers to use the full functionality of the control panel, and the likely causes that their end user faults may come across

Where the fault may be as a result of network or data centre issues the online Client Control Panel (CCP) gives partners the opportunity to identify most issues without the need to contract our support team, in turn enabling a faster response time to end users.

Where partners cannot resolve the matter through the control panel they can contact our support team who can offer:

  • UK Only Telephone Based Support *
  • Efficient e-mail support
  • Fully transparent support system
  • Experienced, focused and friendly support
  • One team member to take ownership of your technical fault from start to finish
  • Full online Knowledge base

Enhanced Care **

Enhanced care is a BT product that can be added to a broadband line for additional support and to provide a service level agreement, making i a very appealing product for customers running business critical applications over their connection.

Customers benefit from improved fault response - 4 hour response, 24 hour clear fault.

The service is also supported by a Service level guarantee for qualifying faults reported to our technical support team

* Please note that all calls are recorded for training and monitoring purposes
** Enhanced care does not support the resolution of slow speed faults