23 Mar

24/7 Australian Phone and E-mail Support!

As Servers Australia continues to grow, we strive to keep up with the demand for not only being the best performing servers and network, but also the best support in the industry.

Last year we announced a shift to a 24/5 support model with a promise to go to 24/7 support by November last year. Well that all happened, but not all went to plan, There was a huge challenge in going 24/5 and we had to delay going 24/7 until we had the correct processes, systems and people in place.

It turns out that going 24 hours a day 7 days a week is relatively easy for basic support, but not if you want to go that extra mile.

I have been running Servers Australia now for 10 years and my passion has always been to provide exceptional service and services. So with that in mind, we decided that we would skip the whole level 1/2/3 helpdesk model and just put on all Level 2 and 3 technicians 24 hours a day 7 days a week. so now when you call us, you are able to either get an answer right away over the phone, or be able to get an answer and resolution within a very short time frame.

Our new internal mission statement is a clear reflection of that and is something we are proud to have up on the walls in our office. Below is an image I have just taken of the the main wall that faces into our office. As you can see, we are passionate about this mission, It also happens to be the background of our Macbooks!(We also got new macbooks - more on that soon, sneak peak below!)

You can also see from the below, that in our Tuggerah office, (which I welcome everyone to come and visit) We have stats on screens to ensure that we are meeting the SLA’s that we are promising, this is all centered around the mission statement of Servers Australia.

So from today onwards, we are now happy to announce that we will be providing 24 hour phone, email and live chat services 7 days a week, 365 days a year.

These changes also tie in the with launch of the new management plans that have seen a huge success in the past month with all staff now 100% trained and able to manage, monitor and act on all services that are mentioned within our management info pack.

Oh, and we also acquired a new fridge, it’s VERY well stocked, as is the ice cream freezer! - Sooo many new things! Please come and visit us 😉