Committed to supporting our customers
We understand the importance of maintaining optimum productivity in an office environment and provide first class support services that allow you to focus on the core areas of your business whilst resting assured that the technology which your work relies upon is running efficiently.
Experience counts, and for over 21 years we have been providing customers with peace of mind, because you can rely on us to minimise your downtime, maximise productivity and protect your investment.
We will proactively and continuously help you to maximise the efficiency and effectiveness of your office infrastructure with bespoke advice from experts in workflow solutions, document systems and IT processes.
45% of issues are resolved online or by phone.
So in almost half of cases, your product will be back up and running in no time.
80% of software problems are resolved remotely.
Our highly skilled and experienced analysts provide prompt problem solving before business is affected.
Support Services explained
We offer a wide range of Network Analyst Services to ensure that your office infrastructure is set up installed, connected in a manner that will optimise your investment.
Our trained network analysts can assist with:
- Re-networking of hardware and network cabling.
- Setup & Installation of drivers on new PCs & laptops.
- Equipment relocation of basic office equipment right through to complete print rooms.
- Configuration of software, such as scanning to a network folder or email.
- User Training to ensure that work groups make the best use of the feature rich functionality available across our solutions.
- Diagnostics to help fix printing/network issues.
With a choice for rapid problem-solving and hands-on technical support, we operate a ticketed telephone and e-mail help desk facility that our customers can use to request support services.
You can speak to our experienced help desk support team on the phone or access online support via email.
- Maintained Equipment (Xerox)
Telephone 0370 900 5501
- Maintained Equipment (Other)
Telephone 0845 034 0895 | email firstname.lastname@example.org
- Maintained Equipment (Managed Print Services)
Telephone 0370 850 7832.
- Software Licence & Support Services
Telephone 0845 034 0895 | email support @dnslimited.co.uk
Our support team will continuously monitor your devices to provide proactive troubleshooting and a responsive approach to fault alerts.
To assist with the troubleshooting process we may, in the first instance and with your consent and co-operation, request remote access to diagnose and repair issues. Such co-operation may include you replacing consumables or any other reasonable task at our request.
Our help desk support facilities are available from 9:00am to 17:30pm, Monday-Friday, excluding public holidays in England. Where required, we may agree to provide support services outside of these support hours*.
We aim to respond to support requests as soon as possible and within reasonable time. Where possible, we will provide an estimated time frame of how long any reported issues may take to resolve.
We will use commercially reasonable efforts to achieve delivery of consumables within two working days from the date of order.
*Additional costs may apply.
If your product needs hands-on technical support, our support engineers deliver prompt care and rapid problem solving to help minimise downtime caused by unexpected technical or hardware issues.
Our engineers have access to the direct nationwide back up of our solution partners’ specialist engineers, who carry spare parts to fix machines on-site instantly and can be on site by the next business day, or even sooner in most regions.
On-site service is at our, or one of our authorised service representative’s sole discretion and is considered an option of last resort. As a pre-requisite to an on-site service, you are required to go through our troubleshooting process by telephone and co-operate with us to ensure that issues are resolved as quickly and efficiently as possible.