i-CEL Support Section

Introduction

Customer support has the highest priority within i-CEL and is available for all products. Support can be accessed 24 hours a day, 365 days a year and comes from a managed team in Derbyshire at i-CEL's head office.

Support is usually dealt with over the phone, this personal approach is backed up by a wealth of technology, online support, resources and manpower, ensuring the speedy resolution to problems.

The quality of i-CEL's technical support has been recognised by the chamber of commerce and nominated for custom service awards.

Maintenance

This is available on a 1, 3 or 5 year period, with discounts being available according to the length of the discussed contract. The cost of the maintenance agreement also varies according to the level of service provided by i-CEL, there are currently 4 service levels available:

  1. Monday to Friday maintenance cover with a 24hour-response time
  2. Monday to Saturday maintenance cover with a 4 hour response time, between 8.30am and 5.30pm
  3. Monday to Saturday maintenance cover with a 4 hour response time 24 hours a day
  4. 7 days a week including public and bank holidays, with a 4 hour response time 24 hours a day

All i-CEL's customers are assigned to one of our technical support centres. The assigned centre acts as the point of contact for all technical issues at all times.