Support Hours of Operation

For all customers covered by support and maintenance contracts for multiportal™, multiterminal™ and PAV™ software suite, Intellident standard hours of operation for support are:

Service Days Hours
Helpdesk Engineers Monday - Friday 08:00-20:00
Saturday - Sunday 09:00 - 17:00
Onsite Field Engineers Monday - Friday 09:00-17:00
Saturday - Sunday None

Weekend hours will apply for help desk on Bank Holidays with the exception of Christmas Day, New Year’s Day and Easter Sunday when Intellident support will not be available.

Where a support contract is not in place, support will be available 09:00-17:00 Monday to Friday excluding Bank Holidays and response and fix times will be to best endeavours based on other work for supported customers and will be charged appropriately.

Please note that the Intellident workshop operates Monday to Friday, excluding Bank Holidays. As a consequence, calls logged on a weekend requiring an onsite engineer visit will be scheduled for the day after the next working day to allow for parts to be picked and shipped.


Escalation and Complaints Process

Intellident are committed to high levels of service and to delivering continual improvement in customer experience. Should Intellident fail to meet customer expectations under the Support and Maintenance Service, we recommend that our customers should escalate their dissatisfaction to our Customer Experience Manager.

The Customer Experience Manager will liaise with all the relevant departments who are involved and will act to ensure any issues are resolved in a timely and courteous manner. In addition, the Customer Experience Manager will also address any underlying issues as part of business improvement.

“Jeannette
Contact Details
Name Jeanette Jefferson-Brown
Title Customer Experience Manager
Email This email address is being protected from spambots. You need JavaScript enabled to view it.
Telephone 0161 - 498 1140 (Ext 268)