Support

After 23 years, we’re still always conscious that without you – our valued customers – we have no business.

That’s why we’ve put together the below: things you can expect each and every time you partner with us, explained in plain English.

If at any time our standards fall below this, please feel free to use our online complaints form or contact our Group Operations and Service Director Gary Buxton directly at gary.buxton@stonegroup.co.uk, and we’ll strive to put it right straight away.

Our own field engineers

  • Highly skilled, fully DBS checked and employed by us.

Exemplary customer service

  • 98% of our customers rated as satisfied or very satisfied*.

99% success

  • Next business day fix by a skilled engineer.
  • Response by e-mail/web/voice within one hour.
  • Support desk phone answered by a real person within 12 seconds.

Flexible to suit you

  • Everything from reactive maintenance and service, through to managed service of entire IT estates.

Remote capabilities

  • We can keep your systems running with remote monitoring and management.

Support resources

  • Online knowledgebase providing 24/7 access to free support.

Microsoft Gold Accredited

  • Across multiple competencies including end user devices/virtualisation and solutions.

Continuous Service Improvement Programme (CSIP)

  • Driving additional customer-focused improvements and reporting.

Dedicated Journey Planning Team

  • Reinforced by the latest software to assure service performance.

R & D excellence

  • Rigorous testing processes and development of market-relevant products by our in-house team.

*Microsoft CSAT Survey – March 2013

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