Service Level Agreements

No matter how technically ‘perfect’ a solution may be, from time to time things can go wrong. Your solution is at the ‘frontline’ and users need to be 100% confident that if there is a hardware failure or user issues, support is at hand to rectify problems immediately.

With our dedicated UK based technical helpdesk and nationwide network of qualified engineers – (all with SC security clearance) we are able to deliver expert advice and service when required.

Involve are committed to creating, building and maintaining the strongest possible working partnership relationships with our clients. Key to that is a clear understanding of the standard and quality of service levels we will undertake at all times as part of our commitment to you. Your Service Level Agreement incorporates a full and detailed schedule of equipment supplied, service and maintenance record dates, as well as a complete breakdown of what you can expect should any problems or faults arise. Our aim will always be to keep any disruption or downtime to an absolute minimum.

Our responsive 2 tier Service Desk will triage all calls upon receipt and attempt to resolve any issues there and then. If a swift resolution cannot be made over the phone (or via videoconferencing – if available) we have the ability to make a same-day ‘swap-out’ or on-site repair to resolve your urgent needs. This high level of services and support, and our continued investment in our employees through a dedicated training programme, make us an industry leader in our field.

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We also offer bespoke managed services, tailored to your requirements, provided by a dedicated Service Delivery Manager (all ITIL qualified) who will effectively manage your query to resolution.

To underpin this commitment, we are ISO9001, ISO/IEC 20,000-1, ISO27001, and ITIL V3 Foundation certified, we follow the established PRINCE2 framework to manage each and every project we work on.  This enables Involve to fulfil our corporate maxim….”right first time” & “right on time”

“Involve bring technical knowledge, solutions advice and experience whilst utilising a local, dedicated account team who share the commitment of achieving high quality solutions and service. They share our objectives and goals and consistently demonstrate and deliver a willingness to exceed expectations and be at the forefront of something which can and is radically changing the way we deliver health and social care.”

Rebecca Malin
Head of Business Development & Investment
Airedale NHS Foundation Trust

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