I.T. FOR THE AMBITIOUS
Welcome to Enhanced
We support your business with a focus on continuous improvement in the following areas:
Resolution time
Response time
Satisfaction score
enhanced.co.uk | 01202 308000
At Enhanced, we use our experience and industry knowledge to help you reach your potential through I.T.
We get to know our clients, their businesses and ambitions in order to recommend tailored solutions, implement changes and provide award winning support. We believe that it is essential to deliver a personalised service to make sure your I.T. works for you. This means that our committed and friendly team will have a full understanding of your objectives, network, preferred working methods and can offer the best possible advice.
PERSONAL,
PROFESSIONAL, AWARD WINNING I.T. SUPPORT.
Important Contacts
“Enhanced are reliable, friendly and are there when we need them, which is invaluable to us. It’s just fantastic to have them at the end of the phone.”
Elisabeth Pollard, Partner at Shentons Solicitors
Other Contacts
Quotations and New Enquiries
Please speak with your Account Manager, or
E: marketing@enhanced.co.uk
Billing Enquiries
E: accounts@enhanced.co.uk
Feedback
E: feedback@enhanced.co.uk
enhanced.co.uk | 01202 308000
Our Customer Support Portal allows you to raise new support tickets in a matter of minutes. Technical issues, application support and user requests can all be submitted to our Support Team via the portal. You can also view your active and closed tickets to monitor ongoing progress.
us 01202 308001
Our Service Level Agreement
We will work to the following SLAs for items that are classified as support incidents.
Priority 1
Description
Major System Outage, impacting a large number of users or mission critical application.
Impact
Entire business or site with no workaround available .
Priority 2
Description Reduced system availability or system performance.
Impact
Group of users or single user with no workaround available.
Priority 3
Description General support issue, usually impacting a single user or non critical application.
Impact
Single user with viable workaround available.
Priority 4
Description Non-Critical, usually a change request or configuration change.
Impact None
Response Times: 30 mins Fix Time: 4 hours
Response Times: 1 hour Fix Time: 8 hours
Response Times: 4 hour Fix Time: 24 hours
Response Times: 24 hour Fix Time: 5 Days
| 01202 308000
Service Level Agreement
Outside Core Hours
For support tickets raised outside of core business hours, we operate an adjusted SLA.
Priority 1
Description
Major System Outage, impacting a large number of users or mission critical application.
Impact
Entire business or site with no workaround available .
Response Time
Phone: 30 mins
Email: 4 hours
Monitoring: 4 hours
Fix Time: 4 hours
Priority 2
Description
Reduced system availability or system performance.
Impact
Group of users or single user with no workaround available.
Response Time
Phone: 1 hour
Email: 4 hours
Monitoring: 4 hours
Fix Time: 8 hours
Priority 3
Description
General support issue, usually impacting a single user or non critical application.
Impact
Single user with viable workaround available.
Response Time
Phone: 4 hours
Email: 4 hours
Monitoring: 4 hours
Fix Time: 24 hours
Additional Services
Technical | I.T. Support
& Consultancy
Application | Software Solutions
Delivering Microsoft I.T. Systems & Services to support business growth.
Contact us on 01202 308000 or speak with your Account Manager to find out more.
“Working with Enhanced has been a fundamental change. It’s meant that we can grow and develop our business in the areas we want to.”
Mark Northey, CEO Norco
enhanced.co.uk | 01202 308000
Meet The Support Team
JOSIE WESTON
Infrastructure Service Delivery Manager
Area of Expertise: Customer experience and continuous improvement.
Favourite aspect of the job: The People! Working with the amazing Enhanced team and diverse customers. The variety of challenges makes each day unique and rewarding.
Talk to me about: How you feel about Enhanced and the service we provide, tv series and book recommendations… and what you’re having for dinner tonight.
Fun fact about me: By day, I’m a Service Delivery Manager at Enhanced; by night, I’m a travel agent for friends and family, planning trips with just a date, budget, and destination!
JOSHUA WHEELER
Infrastructure Support Manager
Area of Expertise: Windows Server and Office 365.
Favourite aspect of the job: Speaking to our amazing clients throughout the day and experiencing a mix of different problems and solutions to resolve.
Talk to me about: All of your problems (preferably just the I.T. ones).
Fun fact about me: Dedicated and long-term gamer.
DAVID BARTLETT
Senior Infrastructure Support Engineer
Area of Expertise: Advanced networking and infrastructure issues.
Favourite aspect of the job: The daily variety and challenge and the fast pace!
Talk to me about: Anything computer related… Or Star Trek!
Fun fact about me: I enjoy swimming and indoor bowls in my spare time.
ASHLEY SANDELL
Infrastructure Support Engineer
Area of Expertise: Windows and Mac toubleshooting.
Favourite aspect of the job: Working with an excellent team and providing the support expected from our customers.
Talk to me about: Anything you like!… I’m easy going.
Fun fact about me: I am learning the art of golf and all its acquaintances!
KIERAN DEAKIN
Infrastructure Support Engineer
Area of Expertise: Telephony and providing excellent customer service.
Favourite aspect of the job: Working alongside a supportive and entertaining team.
Talk to me about: Marvel or DC comics (films too), coffee and the gym.
Fun fact about me: I played ice hockey and rollerblading hockey in school.
DYLAN SMITH
Infrastructure Support Engineer
Area of Expertise: Intune and Active Directory.
Favourite aspect of the job: Troubleshooting issues and being able to help make customers lives easier.
Talk to me about: Anything sports related.
Fun fact about me: I’ve played football all my life and I’m a big Liverpool fan.
ZAN PICKERING
Apprentice Infrastructure Support Engineer
Area of Expertise: Improving technical communication to make IT and systems more accessable.
Favourite aspect of the job: Completing builds is the highlight of my job.
Talk to me about: Diving into any kind of conspiracy theories!
Fun fact about me: I once held a stingray!
ANTHONY CHESTER
Infrastructure Systems Engineer
Area of Expertise: System monitoring.
Favourite aspect of the job: Getting to help people out and make their lives a little easier.
Talk to me about: Anything gaming/computer related. Also, anything Science-y!
Fun fact about me: I’m featured in one of the videos on ‘You’ve been Framed!’
SAMUEL BROWN
Infrastructure Systems Engineer
Area of Expertise: Systems Maintenance
Favourite aspect of the job: Further developing my skills and staying ahead of any potential security vulnerabilities associated with your IT infrastructure.
Talk to me about: Outside your business infrastructure, weightlifting and martial arts.
Fun fact about me: I Climbed Mount Atago in 2020.
DAN WENTWORTH
Infrastructure Systems Engineer
Area of Expertise: Systems monitoring/ maintenance and Intune/MDM.
Favourite aspect of the job: Keeping up with current technologies, continuous improvement of systems and ways of working
Talk to me about: Series worth binging, Gaming, UFC, Food, Travelling
Fun fact about me: When I was learning to Scuba dive in Thailand, on my first ever dive into the ocean, I pretty much landed on a Whale Shark!
Unit 3 New Fields, Stinsford Road, Poole, Dorset, BH17 0NF
info@enhanced.co.uk 01202 308 000 enhanced.co.uk