What the facts say

Here's our track record - and it's pretty impressive

Only one support call in twelve requires more than one visit

SupportPlan was founded in 1991 and, since that date, we have never missed a contract deadline.

Unlike many companies for whom support is just and add-on, we are totally dedicated to service. We train our engineers to the highest standards so that they stay at the forefront of IT support and technologies.

Here are the results:

All calls have a response within a maximum of 30 minutes.
We resolve over four out of five calls (80%) over the phone .
Of the remainder, over 80% are fixed on the first visit .
So only one call in 25 (4%) requires more than one visit.
Our average response time to site is under five hours for Premium SupportPlan clients within Central London.
Guaranteed response times of two, four or six hours can be arranged if required.
Parts that are needed are sent via courier to the client’s site, so that we can achieve the quickest possible fix.
Loan systems are also available.
We have met 100% of our response deadlines (since 1991)

Only one support call in twelve requires more than one visit Here are the results:

All calls have a response within a maximum of 30 minutes.
We resolve over four out of five calls (80%) over the phone .
Of the remainder, over 80% are fixed on the first visit .
So only one call in 25 (4%) requires more than one visit.
Our average response time to site is under five hours for Premium SupportPlan clients within Central London.
Guaranteed response times of two, four or six hours can be arranged if required.
Parts that are needed are sent via courier to the client’s site, so that we can achieve the quickest possible fix.
Loan systems are also available.
We have met 100% of our response deadlines (since 1991)

More about our fix rate

More about response times

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"I rely on SupportPlan. Even though I’m able to carry out certain tasks, it’s reassuring to know that SupportPlan is on the other end of the phone if I need them for back up."

Neil Hickford - Four IV Design.
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What the facts say

Here's our track record - and it's pretty impressive

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