PREMIUM SUPPORT
PACKAGE

Designed with our customers in mind to help get the most out of their investment.

Premium Support Unique Services

Premium is the ideal service for clients who have already used our Development Consulting and Business Analysis services to identify and plan asset management improvement initiatives. We offer a standard 5 day a week dedicated support desk based in the West Midlands, manned with expert, English speaking implementation consultants. We draw upon the breadth of our expertise: from full service operatorship to operations and maintenance and specific asset optimisation strategies. Our managed support services are designed to drive efficiencies, optimisation and uptime.

REPORTING

Monthly Reports

Performance Report to include a breakdown of tickets handled by Langley Foxall Managed Services, Proactive Monitoring tickets, LFMS - Hours usage and an annual volume summary.

PROBLEM REQUEST

Incident Diagnosis

Providing our customers with a solution to any unforeseen problems that happen or could happen and managing them through a cycle to resolution.

SECURITY UPDATES

Proactively Inspecting

Langley Foxall will perform service health checks and support response. The service health check is a manual check carried out in conjunction with Langley Foxall proactive monitoring system providing event management.

Sentry Monitoring

Regular Monitoring

Sentry Monitor provides our customers with reassurance of unknown service disruptions that can affect daily operations.

Close up of an admin dashboard
client meeting around laptops

End User Training

Training Days

End user training can be the difference between a good system and a great system. We think that product specialist trainers, not engineers should help our customers get the most out of their investment and our end user training has been designed to do just that.

Framework Updates

Product Longevity

Our framework updates help our customers maintain the longevity of their investment in order to preserve a high level of service. Our secure software updates system protects against potential attackers looking to compromise the repository or signing keys.

Change Request

Service Enhancement Requests

This includes scheduled work such as patch management and software deployment. Root cause investigation and permanent resolutions can be found to prevent recurrent incidents that could pose significant threats to system security.

Rob Milward

“Our most popular service offering that provides our clients a wide range of coverage.”

Rob Milward - Lead Developer at Langley Foxall Ltd

Includes Our Basic Services

Onboarding

Service Introduction

Onboarding is our information gathering process used to detail all prerequisite activities that need to be completed in order to ensure the successful transition of servers into Langley Foxall support. This ensures our customers take full advantage of all aspects of their support package from the very start.

SOFTWARE SUPPORT

Ticket Management

Software Support Tickets enable customers to contact our top tier engineers in order to ensure the best outcomes for customer questions, incident resolutions, change requests and problem tickets.

PRODUCT SUPPORT

Direct Communication

Product Support offers our customers the option to talk directly to our product specialists to answer and support all customer queries.

CLOUD HOSTING

Fast Hosting

We know our products make an incredible difference in business. We strive to develop products that yield extremely fast pay back periods and takes the hassle of running a business away.

Laptop displying Langley Foxall Support Portal

SLA Response Times

Timescales dependent on the priority of the support request

Operational Hours

Hours of coverage include 8am - 5pm (GMT)

Support Access

Dedicated Phone, Email, Portal & Web

TAKE A LOOK AT OUR OTHER PACKAGES

HIGH PERFORMANCE AND AVAILABILITY

BASIC

Perfect for addressing your simple support requirements for your organisation.

VIEW BASIC PACKAGE
24/7 MONITORING AND MANAGEMENT

ENTERPRISE

Our enterprise support package is for businesses requiring a more comprehensive support offering.

VIEW ENTERPRISE PACKAGE