VEI’s Support: Our difference

We do things a little differently at VEI. Here’s what you can expect from our service:

  • Immediate access to skilled resource: we do not employ people to log calls. Every person you speak to in the NOC is qualified to a Professional level as a minimum.
  • Prompt issue resolution: the NOC team always aim for ‘first contact resolution’.
  • Depth of expertise and experience with highest level of technical certification.
  • Best practice service management: our services are fully aligned with ITIL, and are underpinned by state- of-the-art systems for easy collaboration between your own staff and our engineers.
  • Transparent performance measurement: we can provide monthly, weekly and daily reporting on SLA performance, including executive reports, depending on your needs

We’re proud to say that over the last 12 months, 96% of NOC support tickets have been resolved by our in-house team, without needing to escalate to vendor/manufacturer support organisations.