About
We ensure many of the networks and finance platforms critical to the UK’s infrastructure and economy remain online, secure, and performing optimally.
Services
Services that take away the pain and let you concentrate on what matters most.
Managed Security Monitoring
Improving security and delivering the business outcomes you need...
Managed Zero Trust Access
Managing a secure access strategy is often thankless and seldom desirable...
Managed Security Testing
Ensuring security tools can block new threats is key to success, but hard to run...
Lab as a Service
A place where you can develop and test without contraints like data centre change controls and restricted access...
Industries
Solutions and services to industry-specific Network, Monitoring, Security, and Test Automation challenges.

Vendors in different time zones with different support agreements, processes, portals and SLAs can add complexity when you need support and technical assistance.

And dependency on local support is even more critical with the increased risks and constraints of international travel and I.T. reliance. When selecting Enhanced Phoenix Support (EPS), our customers receive a timely local response for technical assistance and resolution across all our portfolio of solutions.

Enhance your warranty and maintenance program

  • Added value and co-ordination with multi-vendor support
  • A local, single point of contact taking ownership of the issue
  • Proactive resolution with regular updates along the way

Whether you need support during standard working hours, night time, or even a fully Managed Service with on-site support out of hours and hot/cold spares, we can design a support level to suit your specific needs.

3 levels of support
EPS 8x5
No compromise low cost support
EPS 8x5
24 hour support for demanding users
EPS Managed Service
A fully tailored service designed to proactively meet your unique requirements
Unlimited local EPS phone and email support Weekdays
9am - 5pm
24 hours a day
365 days a year
Select from EPS 8x5 or 24/7/365 service level
Includes subject matter expert as standard
May be enhanced with services including:
On-Site Support resource credits
Pre-configuration and pre-delivery inspection/test prior to shipment to datacentre
Hot and Cold spares provision and management
In or out of hours Incident Engineer to agreed SLAs
Remote management and full time performance monitoring
Post incident investigation and analysis
Monthly reporting and quarterly management reviews
Contact us for a comprehensive managed service, tailored to meet your specific technical and support needs.
1 on-site support credit to get you up and running
Immediate in-time zone support to escalate any issues
Dedicated case handler
Real time progress updates via our support portal
Same working day returned hardware fault investigation
Defined Service Level Agreement
Advice on Software or Firmware Updates
Installation Support via WebEx, phone or email
Next business day on-site support to UK Datacentres for high priority incidents
Management and configuration of Advanced Hardware Replacement units
EPS Managed Service
A fully tailored service designed to proactively meet your unique requirements
Select from EPS 8x5 or 24/7/365 service level
Includes subject matter expert as standard
May be enhanced with services including:
On-Site Support resource credits
Pre-configuration and pre-delivery inspection/test prior to shipment to datacentre
Hot and Cold spares provision and management
In or out of hours Incident Engineer to agreed SLAs
Remote management and full time performance monitoring
Post incident investigation and analysis
Monthly reporting and quarterly management reviews
Contact us for a comprehensive managed service, tailored to meet your specific technical and support needs.
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4 priority levels
Priority 1
Product Outage - defects having a very serious impact on the core performance of the system, operation, maintenance or administration, and/or have a severe impact on the service provided.
Service
EPS Support level
Technical Response
Response time for each priority level
EPS 8x5 1 business hour
EPS 24/7/365 30 mins
EPS Managed 15 mins - 1 hour
Priority 2
Degraded - defects that affect system performance, its operation, maintenance or administration, with intermittent or lesser degradation of the services provided.
Service
EPS Support level
Technical Response
Response time for each priority level
EPS 8x5 4 business hours
EPS 24/7/365 1 hour
EPS Managed 30 mins - 4 hour
Priority 3
Issue - a lower category function does not work properly or there has been a non-destructive error. The defect has a reliable alternative solution and does not have an operating impact.
Service
EPS Support level
Technical Response
Response time for each priority level
EPS 8x5 8 business hours
EPS 24/7/365 3 hour
EPS Managed 1 hour - 8 hour
Priority 4
General - questions about documentation, usage, updates or general requests for enhancements and information.
Service
EPS Support level
Technical Response
Response time for each priority level
EPS 8x5 Next business day
EPS 24/7/365 Next business day
EPS Managed Next business day
4 priority levels
Service
EPS Support level
Technical Response
Response time for each priority level
Priority 1
Product Outage - defects having a very serious impact on the core performance of the system, operation, maintenance or administration, and/or have a severe impact on the service provided.
EPS 8x5 1 business hour
EPS 24/7/365 30 mins
EPS Managed 15 mins - 1 hour
Priority 2
Degraded - defects that affect system performance, its operation, maintenance or administration, with intermittent or lesser degradation of the services provided.
EPS 8x5 4 business hours
EPS 24/7/365 1 hour
EPS Managed 30 mins - 4 hour
Priority 3
Issue - a lower category function does not work properly or there has been a non-destructive error. The defect has a reliable alternative solution and does not have an operating impact.
EPS 8x5 8 business hours
EPS 24/7/365 3 hour
EPS Managed 1 hour - 8 hour
Priority 4
General - questions about documentation, usage, updates or general requests for enhancements and information.
EPS 8x5 Next business day
EPS 24/7/365 Next business day
EPS Managed Next business day
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On-site-support credit (OSCs)

On-Site support credits are available for on-site assistance for fault diagnostics, firmware or software upgrades, troubleshooting, remote assistances, support or advice on port mapping, load balancing, multi-layer protocol filtering or other specialist features.

Redeemed in exchange for any on-site or remote work, OSCs are provided at the commencement of the EPS contract. Additional OSCs purchased during the contract period will be charged at the agreed rate.

Support case resolution

A Support Engineer is assigned to your case and owns your problem until we mutually agree the issue can be closed. He or she will contact you via email and/or phone as appropriate during the resolution process. Real time progress updates will also be available via the support portal. The Support Engineer works with you to understand the issue, taking necessary steps to fully diagnose and understand the problem and to find a solution.

This may involve:

  • Asking you for more information and specific debug data or config data from your machine
  • Asking you to install specific software and/or patches
  • Trying to reproduce the problem on our test machines
  • Verifying software bugs with our Engineering Department and Vendors
  • Asking you to implement and test workaround suggestions that may avoid the problem
  • Asking you to involve your staff to help troubleshoot
  • Working with you to involve third-party vendors (if we suspect a problem in their product)

Case management & closing

Escalating a support case

You can escalate a case by asking your Support Engineer to speak with the Support Manager. Support escalations occur because your expectations of a resolution are not in line with the outlined action plan and timeframes that follow the normal resolution process.

The issue is escalated to the Technical Support management team. The manager who takes on the escalation then creates a task force consisting of the necessary resources required to resolve your issue.

  • We formulate an action plan to address the issue
  • This action plan is then shared with you
  • Agreement is sought on the closure criteria of the escalation
  • The checkpoint schedule and milestones are agreed
  • Progress updates are provided until the issue is resolved

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Send us your enquiry and we’ll get back to you ASAP