We hope that the support centre will answer the majority of your queries, however if you need assistance with anything which is not covered in the support centre or if you need to raise a fault with the service, please raise a support ticket. You can do this by sending an email to support@onsim.uk
Raising a support ticket
When you email our support team, a support ticket will be created to log your query/request/issue. You will receive an email to confirm your ticket number which should be used in any correspondence regarding the particular query/request/issue. Our team will then respond within the service level agreements (SLAs) set out below.
Please note that we can not provide support via our website live chat, support queries would need to be sent in via email.
If you contact our support team via phone regarding a query/issue and there is no open support ticket for this, we may be unable to assist you until you have raised a ticket.
If you contact us via live chat outside of office hours, a support ticket will automatically be created and will be picked up within the set SLAs.
For any faults we will require the following information. Without all of the below we will be unable to resolve the fault or adhere to our SLAs:
1. Exact nature of fault (Detailed description of the issue you are encountering)
2. Confirmation of which users are affected (extension numbers or direct dial information please)
3. A minimum of 3 call/SMS examples of where the fault has occurred, these examples must be from within the last 72 hours. The details we need for each of these calls are:
- Inbound/Outbound Call or SMS?
- Time & date of call
- All numbers involved in the call (for example extension 2001 rang 07xxxxxxxxxxxx, or call from 07xxxxxxxxxxx came into our main line 012xxxxxxxxxxx , picked up by extension 2001)
Service Level Agreements
Our office hours are Monday - Friday 09:00 - 17:00
| Priority | Initial Response | Problem Definition | Action Plan |
Resolution/ Reprioritisation |
Review |
|---|---|---|---|---|---|
| Low | 3 working days | 5 working days | 7 Working Days | 14 working days | 28 days |
| Medium | 2 working days | 3 working days | 5 working days | 10 working days | 20 days |
| High | 1 working day | 2 working days | 3 working days | 7 working days | 14 days |
| Critical | 6 working hours | 1 working day | 2 working days | 3 working days | 7 days |
Priority Classifications
| Priority | Extent of Impact | Type of Query/Request/Issue |
|---|---|---|
| Low | User/Group Requirement | Query, Information Request |
| Medium | One or several users | Minor faults with limited impact on services, service change requests (e.g. divert implementation) |
| High | One or several users | Unable to make or receive calls, unable to use specific features which severely impacts services |
| Critical | All users (more than 1 user systems) | Complete loss of service for the entire site |
Our Commitment
We aim to provide a high quality customer service experience. We will always act in a polite, friendly manner and will ensure that your query is dealt with efficiently. We will always aim to answer your query and respond to any issues as quickly as we are able to, using plain language and within our SLAs.
Complaints
We are confident that our quality of service will adhere to the Service agreement set out above. However, if you do have a complaint, we would ask that you email this to support@onsim.uk in the first instance. Please ensure you include the word 'complaint' in the subject of the email to ensure that this is passed onto the support team manager.
Once this has been addressed, if you do not feel that your complaint has been resolved to your satisfaction, you should put your request in writing to: Customer Complaints, Desk Comms Ltd, 86-90 Paul Street, London, EC2A 4NE.
If after this, you still feel that your complaint is unresolved, you can further escalate this by contacting Ombudsman Services.