Service
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As a multi service provider, Twisted’s Service team supports our customers across multiple areas of technology.
From ensuring they are receiving quality of service with their Ethernet, supporting legacy telecommunications systems or maintaining their audio visual estate.
Our capabilities
Network operations centre
Customer service team
Technical support services
Proactive monitoring
Network operations centre and customer service team
In order to deliver these services, Twisted’s in-house NOC provides a team of customer service professionals who manage your ticket throughout its lifecycle.
This includes careful navigation of your ticket to the correct team and resources, ensuring that all SLA’s are achieved throughout the key milestone markers.
Technical support services
Once a service ticket has been logged these are routed to the appropriate resources within the Twisted Technical Services team for troubleshooting and resolution.
If any issue is unable to be resolved remotely then a member of the Service Support Engineering team will be dispatched to attend the customer site and seek a resolution.
Proactive Monitoring
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Interested in working together?
Audio visual support
At Twisted, we understand the importance of technology in the workplace but we also appreciate that every organisation’s requirements are different. Therefore, we work with each customer to build a unique offering to deliver your desired outcomes in a timeframe which supports your business.
Service packages
As part of our service packages we include regular engineer visits to review your technology real estate and help to maximise your return on investment.
This process begins with an initial onsite consultation and full system health check so that our engineering team can ensure the system is working correctly and log any faults found. Following this visit and the information collated, our service team will work closely to identify priority spaces and build a bespoke service package to suit your requirements.
Our standard service packages cover three priority levels with agreed remote and on-site SLAs.
Ethernet support
All our customers and partners have access to our customer service desk. If a Twisted customer experiences an issue, we commit to fixing tier 1 incidents within four hours.
We own our own network and employ our own engineers, meaning we personally oversee the resolution from start to end, never ever passing a problem to a third party. It’s the way we’ve always worked and is part of our culture at Twisted.
Interested in working together?
There’s a reason that 80% of our work is via recommendation…
Twisted has been critical to our global success. They have no competitor and are the standard in the industry.
“>Ian Briggs
Global builds and infrastructure
Great team to work with, responsive, knowledgable and truly excellent at what they do!
“>Thomas Clark
Design and build
Twisted responded well to the accelerated pace of the project and worked on hitting our internal deadlines. They assessed our requirements and fed back with practical, working solutions.
“>Louise Cassidy
Product associate
Work to be proud of
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