24/7 Support

All of our clients are different and have different support requirements. BII Compliance offer a flexible support environment that can be tailored to each individual customer need.

BII Compliance offer the following standard remote support packages

08:00 - 17:00 Monday to Friday
08:00 - 17:00 7 Days a week
00:00 - 24:00 7 Days a week

Bespoke arrangements are also available.

BII Compliance predominantly offer remote access support for the following reasons:

Remote Access is less obtrusive, requiring that no special access arrangements must be made for out of hours working

BII Compliance can call in any experts required to sure problems found within minutes, instead of waiting for hours while they make it to site.

It is more cost effective having a few experts on direct call to fix out of hours problems, and the cost savings are passed onto the customer.

Where necessary, for instance where there are no communications at all with the remote equipment, or a change has a high probability of service disruption, BII Compliance will send a representative to site to perform whatever work is necessary. At no time will BII Compliance perform remote access on systems without the prior approval of the customer.

When a support arrangement is put in place, the customer will be given a 24 hour phone number to call, a support contract number, and a password. To contact BII Compliance, the customer simply calls the number and gives the contract support number and password, with a brief description of the problem. The person answering the call will be a technical support expert, not a help desk operative going through a list of common problems, or an automated system where the customer has to key through a list of options.