Tag Archives: #Burnley

Using our Ticketing System for Support during the Covid-19 Pandemic

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Just like every other business, we are not immune to the effects of this virus ourselves. We may end up with reduced staff numbers at times. Still, we will continue to provide support to all our contracted customers.

To help us maximise our resources as best as we can, please consider the following:

  • All tickets logged with us are prioritised based on impact and urgency.
  • The best way to log an incident or request is to email support@cirrusits.co.uk with a brief description in the subject line and a more detailed description in the message body.
    • Please provide as much information as you can, including screenshots of the problem and any error message if applicable.
    • Specific information helps us assign the most appropriate engineer to reduce the need to ask questions.
  • Please report urgent requests by telephone on 0 33 33 056 520

We only ask this as our engineers will be working their way through all of the outstanding tickets by priority. When the phone rings, they have to stop what they are doing to answer the call and then log a ticket on the caller’s behalf, before returning to their current assigned ticket.

When there are so many tickets at once, this can significantly delay our response.

Using the email address or website logs and assigns your ticket to the queue automatically.

  • Expect an acknowledgement email with a ticket number. Our service team tracks your ticket for you and notifies engineers.
    • We will keep you up-to-date with progress via the email address you use to log your ticket.

Simply select the SUPPORT menu option or go directly to the support portal login page here https://support.cirrusits.co.uk

  • Please do not contact engineers directly as they may not be available, and we may have somebody else that can help you instead of waiting for a specific individual.
  • You will receive an email with an explanation of the resolution to any problem.
  • 24-hours after a resolution, the ticket status automatically changes to Closed.

In Summary:

Our regular opening hours are Monday to Friday 09:00 until 17:00 Excluding Bank Holidays, but you can log a ticket with us at any time on the website or by email.

Help Desk Support Email: support@cirrusits.co.uk
Sales Email: sales@cirrusits.co.uk
Telephone: 0 33 33 056 520
Website: https://www.cirrusits.co.uk
Accounts Email: accounts@cirrusits.co.uk

We are very fortunate as a business to be 100% Cloud-based so that we can react very quickly. Working remotely, when required, has little or no impact on our service.

We are currently almost at full strength but are very aware that this can change very quickly. We ask that you help us to keep our service available to everybody by following these guidelines.

Thanks in advance for your co-operation and understanding

Scott Magee

Managing Director

Cirrus IT Services (UK) Limited

We will always keep our blog updated with the latest information so please check back regularly.

Productive Remote Working for Businesses

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If your phone system does not support home working features, don’t panic, we can help!

To help fellow businesses survive and thrive through the Covid-19 Pandemic, we are now offering complete full-featured 3CX telephone systems with a free standard license on a 1-month contract. Your remote working solution takes just a few hours to setup. You can then work at home during Cornovirus self-isolation advice, as a temporary short-term or permanent solution.

Staff can work remotely using Mac, Windows, iOS or Android applications as their desk phones from anywhere with an internet connection. The Standard license allows users to take advantage of Web Conferencing, Remote Classroom, Chat/Messaging, Document Sharing and apps for MAC, Windows, iOS & Android.

Presenting your real company telephone number when you dial out shows people who you are when you call. We set up a temporary number to divert your current system to for seamless outbound calling. If they return the call, it will go to your existing system and then redirect to your new temporary number automatically.*

You can choose how many concurrent calls you need to determine how many “Trunks” you need. Each Trunk is just £9.95 + VAT per month and includes all UK standard Mobile and Landline minutes (Fair Usage Policy applies)**

The setup fee is just £90.00 + VAT for the telephone system and £9.95 + VAT per Trunk (payable in advance).

*Your current call provider may charge for forwarded calls to your new temporary number.

**Fair Usage Policy: Unlimited calls to UK landline numbers starting 01, 02, and standard UK mobile numbers only (excluding 070 and 076). Excludes calls to the Channel Islands, dial-up internet, indirect access, premium mobile services & all other numbers. The maximum call time is 60 minutes per call. Service must be applied on all SIP Trunks supplied. This service must not be used in conjunction with any automated dialling services, or where outgoing traffic exceeds 75% of the entire traffic volume and mobile traffic must not account for more than 50% of the entire traffic volume. The service can be removed / modified at any time if the provider feels that the traffic profile is outside of the good intention to which the service is provided or that the continual use of the service within the current profile may place the seethe suppliers service and or resources at risk of providing a reduced capacity service to other clients.