Being there when you need us is only part of the picture. We proactively monitor and manage your infrastructure too, helping identify issues early and providing technical support 24/7.
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The sooner an issue is identified, the sooner something can be done about it.
When you’re running business-critical systems, you don’t want to find out there’s a problem because a customer or user has been affected.
That’s why Operational Support is one of five core priorities in our approach to managed cloud. We combine proactive monitoring, ongoing management and technical expertise with support that’s there when you need it.
When support becomes frustrating
How we remove the frustrations
Good support isn't just about being available. It's about getting a quick response from people who understand your infrastructure, know what's important to your business and can get the right people involved when you need them.
Quick Response
When you need help, you shouldn’t be left waiting. We respond quickly, investigate what’s happening and keep things moving towards a resolution.
Know Your Infrastructure
Ongoing management means we’re not seeing your infrastructure for the first time when you need help. We build knowledge of what you’re running and how it’s set up.
Understand Your Priorities
Not every issue has the same impact. Understanding your business and what you rely on helps us respond with the right priorities in mind.
Proactive Support
You shouldn’t have to spot every problem yourself. We monitor your infrastructure for warning signs and investigate when something needs attention.
Technical Expertise
When something needs deeper investigation, we can bring in the right technical expertise and escalate quickly when needed.
Always Here for You
Problems don’t stick to office hours. Our technical team is available 24/7, so there’s someone there to investigate and support you when you need help.
Good support should come with clarity about what you can expect from us.
We agree the management and support around your infrastructure and service, so you know what’s covered, how we’ll support you and what happens when something needs attention.
Where specific response times or service levels apply, these are clearly defined as part of your service.
Sometimes you need a problem fixed. Sometimes you need advice from someone who understands what you’re trying to achieve.
Alongside our 24/7 technical team, your dedicated Account Manager gets to know your business, your infrastructure and what’s important to you.
So if something needs escalating, your requirements change or you want to talk through what comes next, you have someone who understands the bigger picture and can help get the right people involved.
24/7 technical support • Dedicated Account Manager • Ongoing infrastructure management
Explains that technical support is available around the clock, but Storm also proactively monitors/manages rather than simply waiting for customers to report issues.
Explains monitoring the health/availability of supported infrastructure and investigating when something needs attention.
This can stay, but I’d keep it fairly high-level rather than listing individual monitoring features that may vary by service.
This is where we now explain that response times/service levels depend on the service and provide the two routes:
I actually think this is more valuable than some of the old FAQs because it’s central to the proposition we’ve written — ongoing management means they’re not starting from scratch when something happens.
Useful opportunity to explain technical escalation and getting the appropriate expertise involved without making an “expert on every call” type promise.
Good way to reinforce the important distinction we’re making between support when something breaks and ongoing operational management.
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