As well as designing and delivering robust solutions to our clients, LUNS also recognises the value of effective dedicated customer support. All our networks and services are backed up by our experienced and helpful customer support teams, giving the reassurance to our clients and their end-users that any problems or queries will be dealt with appropriately and promptly. All our support services conform to ITIL®, the globally accepted approach to IT service management.
Customer Management Centre (CMC)
Our CMC is the first port-of-call for all customer requests. Issues or queries can be raised online via our web-based request tracking system or through telephone and email support.
Our dedicated CMC staff work closely with our pre/post-sales and technical departments to ensure requests are handled promptly by the appropriate team.
Network Operations Centre (NOC)
From the NOC, we provide 24/7 monitoring and surveillance of the networks and services that we deliver to our clients. We provide proactive incident detection and constantly monitor key metrics, such as bandwidth utilisation and security vulnerabilities. Working closely with internal teams and third party suppliers we are able to ensure prompt notification and rectification of incidents.
Service Level Agreements
At LUNS we recognise the differing needs of our clients and are able to tailor SLAs to meet these specific needs. We work closely with customers to ensure that their business needs are reflected in the level of service that we deliver.
The output from the proactive monitoring performed from our NOC feeds directly into the SLA reporting mechanisms that provide our clients with full transparency of performance against agreed service levels.