Support and assistance is provided to PFH clients from an ITIL compliant Infrastructure Management Centre (IMC), housing our Custodian™ Managed Services, helpdesk and contract administration services.
The support service is personal with dedicated engineers receiving and attending to any of your incidents. Escalation to 2nd level, 3rd level and manufacturer support are employed as required and are managed by our helpdesk managers and supervisors.
We carry out as much work as can be archived remotely using industry recognised secure remote tools. This reduces 'wait time' for return to normal operation and any potential prolonged downtime while also reducing our carbon footprint. The process is supported by our policies and procedures, written to ITIL standards and underpinned by ISO accreditation.