Support
Support You Can Trust & Depend Upon
Support Existing Business
Technical Support
ICUK's support team has consistently been the cornerstone of our business. Comprising our largest team, they are accessible via phone and email, ready to address any query. Each member brings extensive experience in our industries, possessing in-depth knowledge of our platform. Their dedication to delivering exceptional service to you and your clients is evident as they consistently go above and beyond to achieve our shared objectives. Their valuable experiences and feedback play a pivotal role in shaping our development roadmap, ensuring that challenges faced by one client today are swiftly addressed to benefit others tomorrow.
UK In-House Support
Housed within our South London Headquarters, our support team, the largest unit at ICUK, operates in close proximity to all other teams, including development. This setup ensures seamless communication channels, enabling us to consistently surpass customer expectations, especially in the event of a fault.
Telephone & Email Support
In case of any emergencies, simply reach out to us via call or email; there's no need to navigate through additional menus to connect with a support representative. Our support team is readily available to answer your call and assist you promptly. Furthermore, most emails sent to our support desk receive a personalised response within 30 minutes, ensuring you receive tailored assistance rather than scripted replies.
Help Files
We offer an extensive library of support guides covering every aspect of our platform. These range from instructional articles on navigating the Control Panel to comprehensive descriptions of our services for reference. Each article can be easily linked to and printed for offline access. Clients can also access basic topics directly within their Control Panel, empowering them with information at their fingertips, reducing the need for additional support requests.
Empowering Resellers
We aim to prevent a scenario where you feel overly dependent on our support teams. Over the past two decades, we've dedicated ourselves to developing our own platform, enabling you to have direct access and interaction. With real-time information and diagnostics readily available, you can confidently assist your clients, knowing you have the tools at your fingertips.
Free Reseller Training
We provide free sales and support training to all our resellers and their staff. Training is provided on a one-to-one basis and can be tailored to specific topics. Those using our wholesale telecoms and billing systems, in particular, are recommended to attend ensuring they get the most from the platform and avoid mistakes or misconceptions.
Support Guides & Check Lists
A large number of friendly step-by-step support guides have been written for our all our reseller platforms. They cover common faults and problems ranging from intermittent broadband, through to Wordpress security best practice. These are an extension of our standard help files and provided in PDF form for quick reference and easy distribution. We even provide check lists, giving your front line team an easy reference point to capture as many details about a fault at the first point of contact.
Secure New Business
Marketing Support
White Label Marketing Material
We offer access to a range of white-label literature that you can easily download, rebrand, and utilise with your clients. These resources cover various topics, including embracing new technologies such as leased lines, as well as providing technical insights into the operation of our platforms for your presentations.
Here to Assist Resellers Win Sales
We want to see our resellers succeed, especially when it comes to reselling our products. Tell us how we can help you and we will do our best to facilitate. This can be anything from attending meetings with large prospects, through aiding you in completing phone bill comparisons. We have additional man power to help you.