Quality Support
Security Partnerships Active Response Centre (SParc)
SParc was set up in response to our clients demand for fast, flexible, access to an expert support team whenever they wanted.
SP have a simple philosophy when it comes to operating support, just enough is not enough! Most support desks have first line people answering the phone and once you have logged the call a consultant gets back to you according to the priority. At SP consultants are answering the phone. As such we are able to resolve more than 20% of our calls first time. This might not sound that impressive but as all calls are generally at 3rd line level this is well above the industry average.
SParc 50 and SParc 24x7
Break fix telephone support for your security infrastructure. Whether you are looking for support between 08:00 and 18:00 5 days a week (SParc 50) or the full monty with 24x7 support (SParc 24x7), all customers have full access to the SParc portal.
This allows you to log, update and read SP updates and upload files on any calls you have. You can also download whitepapers, search our knowledgebase and read all issues of our SParc technical newsletter.
SP track and monitor all calls for escalation needs, customer satisfaction and SLA’s and report on these daily to ensure that our team are providing the service levels we promise. With a 99% retention of customers over the last financial year, it is fair to say, we take our promises seriously.
