Network Operations Centre

Virtual1 Service and Network Operations Centre

Tel: 0844 884 0808
Email: support@virtual1.co.uk

Virtual1 prides itself on offering some of the most competitive deals available in the marketplace, but at the same time every product we sell comes with world class engineering support.

Once you have placed an order with Virtual1 our Projects and Service Team get involved to ensure the highest levels of customer service are delivered to you, and your clients.

Proactive Project Management
Every order is project managed by one of our experienced Project Managers. This PM will work closely with you throughout the install process, providing regular updates, and ensuring that any third parties are coordinated and communicating with each other.

We find this simple approach makes the complex task of installing networks run very smoothly. This project management service is provided with the cost of all of our networks.

During the install phase we will invite you for a project meeting at our Network Operations Centre in Docklands to meet the engineers that will look after your network once installed and “in life”

This idea is based on the premise that people work together better under pressure of a fault situation if they already have a relationship with the people fixing the problem !

In life Management.
Once service has been accepted by the customer in life fault and network management is provided by our Network Operations Centre.

Virtual 1 has a Network Operations Centre based in Harbour Exchange Docklands which provides 24x7x365 engineering and fault support for all Virtual1 customers.

Fault management is very often a key factor in retaining clients which is why Virtual1 has put so much emphasis on this part of our service offering.

A key differentiator with Virtual is that our NOC is not a call centre. When a fault is reported into the NOC an engineer will answer the phone and handle through to resolution, liaising with any third parties as appropriate

All clients receive access to this support within tariff, but for a small premium Virtual1 Proactive Support is available. With this service where we will proactively poll any devices on your network from our NOC and alert you any issues that arise, very often before your client is aware of the problem.

Access to our proactive support is available via an on line ticketing and reporting suite. This will contain details of any device managed by our NOC, and can even include existing network infrastructure that Virtual1 did not supply.