Support

Our commitment to customers and partners.

A Unique Approach to Customer Service for the Defence and Security Sectors

UKCloudX was established to help the Defence and Security sectors save millions of pounds through gaining value from the agility and cost savings of a sovereign, assured cloud platform. We offer both a portfolio of assured, agile, highly-automated cloud services that offer improved performance and better value for money, and award winning Customer Service.

Our secure NOC/SOC operates 24×7 and is supported by industry-leading protective monitoring and behavioural analytics technologies. UKCloudX is also entirely segregated from other UKCloud support functions.

Structured around assurance, process compliance and service delivery, UKCloudX has a dedicated, focused support team. They are experienced in the understanding of our client’s needs and driving the delivery and on boarding of services and solutions so you get the best experience possible from our years in servicing the Public and Health sectors.

The delivery model we use is broken down in to four core areas:

Cloud Deployment

Our support teams understand and support our customers objectives and requirements throughout the on-boarding process; introducing customers to our tools and enabling a smooth transition to the live service.

Cloud Delivery

Our team of Delivery Managers and Technical Account Managers (TAMs) focus on ensuring the service meets our client needs, both now and in the future. Through regular service reviews the team ensure continuity of service, giving recommendations on how to optimise the solution, utilising the knowledge and tools at their disposal.

Cloud Support

A highly skilled service desk of Cloud Support Engineers provide quick resolution to requests and incidents, with a 15-minute response for urgent issues (P1) as standard. Due to the critical nature of UKCloudX our fully staffed NOC monitors and supports our platform around the clock 24×7 365 days of the year.

Cloud Evolution

Dedicated to continuous improvement, UKCloudX actively listen to customer ideas and encourage customers to provide feedback. UKCloudX uses a leading measure of customer loyalty to measure and improve the service we provide and benchmark across industry leaders to ensure we maintain our high standards of customer service.

Our Commitment to you

We are UKCloudX, and we are committed to:

Standing Shoulder to Shoulder with our Customers

Our Customer Service and Support teams act as advisers to provide high-quality advice to ensure satisfaction and strengthen customer relationships and mediate customer issues. Our teams have the necessary security clearances to enable them to work on highly secure environments and use their technical capability to answer questions on the service, give advice on technology integration and lead service optimisation activities for UKCloudX customers. This is all part of our commitment to offering the best possible customer service.

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