“The Elite team is very professional. If you go to them with an issue, the team looks around the problem, works out what the business needs and comes up with the right solution at the best price. That’s why I go back to them; I trust their judgement.”
Maintenance and Support Packages that Keep Your Business Moving
Elite’s maintenance and support packages provide access to our specialist in-house team of engineers and customer service agents. Our team are here to help solve issues and minimise downtime, to safeguard your business and ensure your customers experience is always positive.
We provide flexible, specialist and highly responsive support models for a wide range of telephony and Unified Communication solutions – either as a standard, in-hours contract or as a complete 24/7 service wrap.
Knowledgeable & Expert Support
With professional services for both minor and major system faults or changes to your existing infrastructure, we can repair, update, or reconfigure a range of platforms as standard, including:
- Akixi Reporting Software
- Gamma Horizon / Webex
- Mitel MiVoice Business
- Zoom
- Audiocodes SBC
- Cisco Call Manager
If you use a different platform from those listed, don’t worry. Elite are also able to provide ad-hoc support for other vendor solutions through our network of approved and trusted partners.
Why Elite for Maintenance and Support
Our team of in-house engineers are trained to the highest level and we are able to provide a range of support and maintenance services for your business. From ad hoc support on an issue you are experiencing to full, wrap around 24/7 support for complete peace of mind, we’re here to ensure your business is always working at its best.
With maintenance and support services from Elite, you have access to your own team of experts, whenever you need them.
Key Features of Our Maintenance Services
Have your own team of engineers on standby, always.
Business Benefits of Regular Maintenance
From providing the solution to technical issues to ensuring your business data is protected, our team of specialists are here to help.
Security
Elite will ensure your UC solution is secure and software updates are enabled to protect your business from malicious attacks and software bugs.
Business Continuity
Elite hold system configuration backups for every solution so recovery is instant in the event of a catastrophic failure.
Maintain Productivity
When phone systems or UC platforms go down, so does productivity. With an Elite Maintenance & Support package, productivity gets a powerful and responsive layer of protection.
Save Costs on In-House Engineers
Employing an in-house team of engineers is expensive. With Elite’s Maintenance & Support, that cost is eliminated.
Dedicated Account Management
Should the worst happen, you won’t find yourself passed between multiple advisers. With dedicated account management, you’ll always have just one port of call.
Hear it from our customers
Following challenges brought about by the pandemic, Chantelle Lighting, a bespoke decorative lighting manufacturer, were looking for a solution to enable effective communication, both within the office and from home. Watch this short clip to see how 8×8 excelled the way of working for Chantelle Lighting.
Customer Reviews
“When we looked at our existing suppliers, side-by-side, Elite Group stood out as the provider who looked after our needs the best. Elite Group were always available to speak with when we contacted them, ready to offer advice, and we had access to a dedicated account manager who ensured our needs were always being met. It made sense that we would look to shift all communications to them.”
Customer Title
Read Case Study“We currently deal direct with EE and O2, as well as Elite, but we were keen to work with just one supplier to simplify things. Out of the companies we currently deal with, it made sense to make Elite our preferred supplier, because with them we get one dedicated account manager who will always get back to use about our queries very quickly. It also means we will be able to view all of our bills online in one place, making it much simpler to keep track of our spending.”
GMA Warehousing
“When we looked at our existing suppliers, side-by-side, Elite Group stood out as the provider who looked after our needs the best. Elite Group were always available to speak with when we contacted them, ready to offer advice, and we had access to a dedicated account manager who ensured our needs were always being met. It made sense that we would look to shift all communications to them.”
“Due to my technology background, I immediately knew that our existing telephony system was not fit for purpose, especially during the stresses of the current pandemic. It was a high priority to support our staff and our customers with the demands of the new way of working. We needed a system that we could use onsite, on the go and from home, which we could manage ourselves, but still have support on hand.”
Maintenance Frequently Asked Questions
What is covered as part of the service?
As standard, customers receive a break/fix solution for any issue concerning the configuration of handsets and softphones and remote amends such as name changes, single number routing and class of service changes.
How do I raise an incident
Access to the support team can be initiated through any of the below methods: Elite Customer Portal: servicenow.elitegroup.com Email: customerservices@elitegroup.com Phone: 0344 875 8880
What are the standard hours of cover?
We operate maintenance and support during our business hours – Mon-Fri 8:00am to 6:15pm (excluding Bank Holidays) – however, 24/7 service wraps are available.
How do I raise an incident out of normal business hours?
For customers with the appropriate cover, out-of-hours incident management is available to you 24/7/365 via the Emergency Out-Of-Hours Technical Repair Team. All out-of-hours faults must be logged by telephone.
Your Experience is Our Priority
First Time Resolution
91%
Of faults are fixed within the first attempt
Customer satisfaction
95%
Above the industry average CSAT Score
Response time
5 mins
You can rely on a quick answer to
your support request
Take Care of Your Technology with Elite’s Expert Support
Whether you’re looking for full-time support packages or maintenance for a specific solution, we’re here to help. Fill in our contact form and one of our specialists will be in touch soon.
