Support Services

Landscape Networks support services are experienced in diagnosing and rectifying issues with all manner of Network Security infrastructures using varied technologies. To deliver a successful support service we will draw on the experience of our highly trained engineers. We will also work tirelessly to develop a close working relationship with you and you will find this highly communicative relationship will assist in helping you develop a deeper understanding of the functionality of your Network and security Infrastructure, and will forge a strong team spirit between our support engineers and your IT team. By working together in partnership, we believe we will provide faster, more complete resolutions to potential issues and maintain the success of the upgrade.
Furthermore, our extensive experience in the provision of support and managed services to a range of private and public sector clients exposes us to an even broader range of issues. This will allow Landscape Networks support engineers to build a granular picture of issues and resolutions they will be able to draw on and this variation will provide an interesting working environment for all our technical support engineers. We encourage our support engineers to consistently use and improve upon a range of planning, implementation, diagnostic and problem-solving techniques as they are supporting our customers. 

 

Standard Support

The Landscape Networks helpdesk can be available 24 hours a day, 365 days a year for any critical support issues you have, depending on the level of support you decide to choose. Landscape Networks offer 8x6, 24x7 support and Managed Security Services which can be tailored to your organisations needs. For all our support offerings, your IT practitioners will be able to open cases with the Security Operations Centre (SOC) by email, telephone or via the Landscape Networks online support portal. End users will not be able to raise support tickets or contact our support engineers as it unlikely they will have the required permissions on your network. The portal will also provide access for you to review any case (open or closed) and view updates as the case progresses. Statistics from the Landscape Networks health monitoring service will also be available. Access to your account in the support portal will be secured by SSL transport and authenticated using a username and password. Landscape Networks operate a UK based SOC staffed by full time support engineers, available to answer queries and resolve any issues that may arise, and our active training and certification programme will ensure that the skills of all our staff supporting you are improved and kept up to date. Where required issues that are identified as requiring vendor input are escalated at the earliest opportunity.


Landscape Networks operates a policy of using UK only data centres for our infrastructure all of which are ISO 27001 accredited.

 

Support Management

The Landscape Networks support and service desk is run to ITIL guidelines and performance is reviewed weekly with a major review quarterly, including the Landscape Netrworks technical team reporting to ensure continued good service. ITIL guidelines will be followed to ensure that we provide the best service possible to you and the service you expect. We will use ITIL guidelines to align ourselves with the needs of your organisation and to support its core processes, and use it as a tool to help you facilitate change, transformation and growth as we support your security infrastructure.


The key benefits of our adoption of ITIL practices is that our experience within the industry allows us to:

  • Support business outcomes
  • Enable business change
  • Optimise your experience
  • Manage risk in line with your organisations needs
  • Give you value for money
  • Continually improve 


Our technical support engineers have direct access to Account Managers, Specialist Installation Engineers, Head of Support and the Landscape Networks Technical Director, where they will be able to discuss any matter at any time. Any serious issues during the service will be escalated quickly and to the highest level. Furthermore, Landscape Networks management frequently attend account management meetings so they will be readily contactable if you wish to provide direct feedback

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Tel: 0843 886 4550

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Landscape Networks Ltd,

Beckshaw House.

Law street,

Cleckheaton,

BD18 3QR