Proactive, responsible, transparent

When you have a Scalable support contract, you have the peace of mind of knowing that the engineer you speak to will take total responsibility for solving the problems you are experiencing.

We won’t put you through the agonies of a level 1 help desk. You’ll get straight through to a level 2 engineer. And, where possible, you’ll speak to the same engineer each time, so he or she will be very familiar with your environment. If you’ve taken our fully managed service, we may even be speaking to you before you realise there is a problem!

All our engineers have secure remote access tools at their disposal, so they can remotely troubleshoot your infrastructure, quickly identify the root of the problem and solve it. Or, if they can’t solve it, take the appropriate action, whether to despatch new hardware and/or an engineer to your site, or liaise with the vendor’s support team.

Online portal

Our online portal enables you to raise cases at any time of the day or night. But it also does much more. You can view, update and upload files for open cases, to aid with diagnostics. You can review all open and closed cases together with a complete audit trail of every action taken. You can also view your contract details and contact information for your Scalable account team. We believe in total transparency and that’s what the portal provides.

Regular service reviews

Our Service Delivery Managers hold regular reviews with you to discuss our performance, share any feedback and develop on-going relationships. It’s all about our commitment to providing the highest quality service. At the reviews we provide you with comprehensive reports, incorporating details of all the cases since the last review, together with quarterly and yearly trend analyses. Consequently, you gain real insights into your network, how it’s performing and where it can be enhanced. These reviews have proved invaluable for assuring auditors that your suppliers are operating to the right quality standards.