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24/7 Technical Support for Business Critical Issues
Your business operations are not confined to traditional 9 to 5 office hours, so neither should your technical support.
That’s why we’ve introduced Elite Assist service for all of our customers. Elite Assist extends our capabilities of our existing 24/7 call logging service to include a 24/7 agent-based telephone service.
Automatic Access to Elite Assist for Existing Customers
As an existing Elite Group customer, you will be entitled to access Elite Assist, no matter which services we provide to you. The service will be free for the first month, after which, the cost will be added to your monthly bill, unless cancelled.
For all high priority (P1) cases raised with us, we will ensure the case is logged in our system and if you require escalation with one of our engineers, we will endeavour to provide this, dependent on the type of service you have with us.
Once a call is logged with us, you will have full visibility of its progress via the Service Portal and will receive updates on the status of your support request.
What Level of Support Is My Service Covered By?
As a minimum, all calls received through our new Elite Assist service will be logged by an agent. From this point, the type of escalation will depend on the service you have with us. Click the button below to see what level of support your services are covered with.
Key Features
Elite Assist provides you with the peace of mind that we are here for you whenever you need us.
Business Benefits
Business Continuity
Our Elite Assist ensures your business doesn’t come to a standstill. Our team will work hard to fix the issue and keep your operations moving.
Limited Downtime
Whether the issue occurs during office hours or the middle of the night, we’re here ready for your call. There’s no need to wait to get the support you require.
Maintain Productivity
Elite Assist provides an extra layer of protection for your solutions and business processes, so your team’s productivity isn’t compromised.
Cost-Effective
Maintaining in-house engineers is expensive. With Elite Assist you have access to our expert team for a nominal monthly fee.
Frequently Asked Questions
How do I enable 24/7 support?
In order to provide the best possible service, Elite Group will be automatically enabling 24/7 support for all our customers on all products taken from Elite Group on 1st July 2022.
How do I raise a ticket out-of-hours?
Raising a ticket out-of-hours is easy. Simply call our support line on 0344 875 8880 and one of our response representatives will be there to take the details of your issue, log it and action it accordingly.
Is there a fee for the service?
For the first month, Elite will be offering the 24/7 service free of charge. After this period, an optional nominal fee will be added to your monthly bill.
Can I cancel the service if I don't wish to receive it anymore?
Yes, the 24/7 service is a monthly service billed in advance that is cancellable at any time by contacting our First Contact Team on 0344 875 8880 or by email: customerservices@elitegroup.com
Can I opt back into the service once I've cancelled it?
Absolutely, you can either opt back into the service in advance or if you have a P1 out-of-hours issue. A member of our team with the correct level of authority can call the service desk with this request. This action will trigger the service to be re-enabled and billed accordingly going forward. Please note that this service cannot be ceased again for a month.
What level of response can I expect from the 24/7 service?
At a minimum, all P1 calls will be logged by an agent. Where possible, these calls will then be escalated to an Elite Engineer, Service Provider or Product Vendor, depending on the level of cover and type of service.
What is meant by a P1 issue and how do I know if my issue qualifies for out of hours support?
Elite defines an out of hours P1 issue as: a major incident that can have a serious or critical impact on the business or operations.
Why Elite Group?
We Value Our Customers And Their Experience
Support there when you need it
You can rely on a quick answer to your support request
93%
Of customers rated our service as either good or excellent 
95%
Above the industry average CSAT Score.Why Choose Us?
Elite are experts in helping businesses collaborate and communicate in a secure, productive, and profitable way, wherever you or your employees are located.
Speak to Us Today
Are you ready to take your business communications and technology into the digital age? Please fill out your details and submit the enquiry form and one of our friendly, independent advisors will contact you at the earliest opportunity. Get ready, your journey starts here!
