Support
Virtual1 offers a comprehensive support package to both its customers and Partners.
Customer support
The responsibility for initial fault investigations for end customer services rests with the Partner, who should confirm 1st line diagnostics. This includes checking that the service is correctly patched and powered up, and identifying any indicators of failure or recent changes.
In order to report a fault to Virtual1, a Partner must raise a ticket in the first instance. Tickets may be logged 24/7/365 by emailing support@virtual1.com or by calling 0844 884 0800.
When reporting a fault, the Partner must provide:
- The Circuit ID (detailed in your handover documentation)
- Full end user details including organisation name, site contact person and site location
- Confirmation that the service has been used since service delivery and handover
- Confirmation as to whether or not the equipment on site has been checked
- A comprehensive description of the problem, when it occurred and actions taken to resolve it
- Any error messages or diagnostic information, including ping and trace route results where applicable
Please refer to your customer handbook for further information on procedures and escalation.
Partner support
Our Partners receive continuous support throughout the sales process, which includes:
- White-labelled materials – white or co-branded product sheets are provided for all our solutions as standard.
- Tailored marketing campaigns – these can be developed on request.
- Sales and product training – Virtual1 is one of the few providers to provide sales and product-based training, along with comprehensive sales guides, call scripts and face-to-face training.
- Pre-sales support – our technical experts can help you to win business.
- Comprehensive project management service to ensure the highest levels of customer service – for you and your clients
- Ongoing post implementation support via our Network Operations Centre.
