Customer Service & Support

Switch Communications staff are available 24 hours a day, 365 days a year, dependent on your level of cover, to meet the needs of your business.

Our highly trained support team provides a service to over 5,000 customers across the UK.

When you contact Switch Communications you can be confident in the fact that each call is dealt with by a real person ready to talk to customers about their communications issues and pride ourselves on providing a market leading service.

 


Service Desk

The main Switch Service Desk operates from 08:30 to 18:30Monday to Friday, excluding Bank Holidays.

Out of hours service Desk

Outside of these times and is accessible via the service phone numbers plus your PIN if you are contracted to Enhanced or Complete Care.

Fault Logging

All faults are logged, issued with a fault reference number and tracked using the bespoke Switch Communications CRM system. This allows complete management and visibility of resources available to ensure quality of service to our customer. A full statistical analysis package allows Switch to better plan for development.

 


Customer Support

Our customer support process is governed by very strict escalation procedures, so you always receive exactly the support your business needs:

  • Service desk support – logs calls and clears minor faults
  • Second line support– highly qualified and skilled technicians who can provide expertise to remotely diagnose and clear faults
  • Technical support – using supplier accredited technicians for on-site support
  • Manufacturer Technical support – for high level faults which require designer expertise

 


IP Solutions

For IP Solutions we operate a sophisticated and proactive multi-site network operations centre (NOC) which is manned by qualified staff 24/7.

 

Our support staff are committed to offering the highest level of support.   View our SLAs