Customer Support

Customer Support

Brand Communications prides itself in delivering the industries best Mobile Data Support service. Brands customers will testify to the excellent level of support and service which they receive from Brand Communications Ltd.

All of our support staff have extensive industry experience, and vast knowledge of how to help you with any support issue large or small. Our support team have the tools and resources to investigate your problem from the initial stages right through to problem solving and after care.

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Our team are trained in efficient call handling, and understand that every second really does count when your systems are not functioning as they should. The team endeavour to provide an efficient, effective and friendly service.

Below is a quick overview of some of the reasons why Brand Support Service is so highly regarded, and is a small indication of the features that ALL of Brand's contract support customers receive. It should be noted that items marked * are normally available for an additional fee over and above the basic support service.

• Superb knowledge of the mobile data and IT industries, based on years of experience

• The help and advice is not limited merely to Brand's components; Brand will always endeavour to advise on any aspect of the system that requires attention. Brand approaches each support contract on a partnership basis, rather than a strict inflexible set of rules, which often means that Brand will assist far beyond the contracted level of support in order to help the customer

• Brand offers advice on system design, best practise, and implementation / rollout techniques, which many customers use to design the best possible architecture and to reduce the time taken to deploy systems. Detailed work, on-site advice and consultancy may be chargeable

• Brand offers an instantly accessible, personal and friendly service, which is refreshing to know in these days of call centres, automated touch-tone queueing systems, and impersonal support desks

• Brand's telephone support is accessible on a standard national rate number, NOT a premium rate number

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• Out-of-hours telephone advice is also available, subject to the level of contract

• On-site services include installation, commissioning, troubleshooting, training and consultancy

• Brand makes in-house test bed services available where the customer's platform, connectivity, configuration or applications may need to be tested in a controlled environment prior to rollout

• Where Brand has not previously tested a particular GPRS / GSM / ISDN / PSTN / WiFi device or type of connection, Brand will do so to ensure compatibility wherever possible, providing the customer supplies such equipment on a loan basis for the duration of the testing phase

• Reporting / management / audit information can be supplied on a regular basis to assist the customer with tracking of the support agreement

• General commercial / project account management is provided, including general discussions on the business relationship, advice on new ways of working and new technologies, and regular project reviews in person or over the telephone. This is aimed to develop a strong business relationship between the two companies above and beyond the support contract itself

• Support for resellers / third parties is available subject to contract

• Managed services are available, which are managed proactively by the support team

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• Brand is able to remotely access customer-premises systems (subject to contract, customer permission and availability of communications) to diagnose and/or manage the system, which is often a valuable enhancement to the support service offered

• For software products, the support service includes unlimited version upgrades

• A range of email and web tools are being developed to complement the telephone support service. These will be securely available only to contract support customers

• Support customers receive a defined agreement, with nominated contacts, agreed levels of support, and escalation procedures in the event of dissatisfaction

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