Technical Support

24/7 Service Desk

Our Service Desk operates as a central receiving point for all building users where you can report or alert Telehouse to situations that may require attention on a 24x7 basis.

Five Service Desk Assistants and 40 Shift Engineers provide a broad base of communications skills and expertise that respond to over 2,000 customer support requests per month, within 15 to 20 minutes and with a Telehouse engineer at the customer's location ready to deal with any request. All calls are logged with a Fault Ticket which tracks your call to conclusion.

First Level Support

Telehouse offers an unlimited, 24x7 First Line Technical Support to all our Facilities Management customers. The following are included in our standard service:

• Checking of alarms on equipment
• Provision of access for authorised public telecommunications carriers, maintenance and customer staff
• Re-setting, re-booting and switching power on/off of customer's PCs and servers
• Change-out of any faulty modems and plug-in type cards
• Responding to circuit or equipment faults notification from customers
• Liaising with customers on-site regarding equipment and circuit installations

Additional Support Services

At an additional charge, other support services can also be provided by Telehouse engineers.