Build Facilities Management Awards 2016

2016 Facilities Management Awards Build 51 pitfire strives to provide business class Quality of Service (QoS) levels and Service Level Agreements (SLA)s, unavailable from ISPs catering mainly for the domestic consumer market. This is the key differentiator for Spitfire’s ISP services and the reason why so many business customers trust Spitfire to deliver their network connectivity. Business Internet use is now so much more than web-browsing and email. It is central to almost all applications and with cloud solutions becoming ever more dominant, reliable, fast and high quality Internet circuits have become increasingly important. That’s why Spitfire is a member of LINX (London Internet Exchange) with multiple Gigabit Ethernet fibre connections to the world’s largest independent IP exchange where tier 1 ISPs hand over traffic to each other through peering agreements. Spitfire recognises the special needs of the business community that are not met by price driven, bargain-basement products, offered by ISPs serving the consumer market, with little in the way of direct response tech support. That is why Spitfire’s broadband portfolio is unrivalled, both in its diversity and pricing. Every product has a comprehensive SLA and the company aims to provide a back-up circuit with every solution they sell. Of course, great service provision needs to be backed with excellent custom- er support. Spitfire’s SLAs emphasise fast fault response and sophisticated on-line fault tracking, backed with a ‘Keep-Customer-Informed’ policy, ensuring regular updates by phone, email or text from a Support Technician who manages any issues to completion. In a recent survey, 90% of respond- ents said an issue was resolved on first-call. Our support team are based in London, and between September and November 2016, Spitfire Support answered 91.21% of all inbound calls within 30 seconds, with the most common wait time just 7 seconds. Spitfire believes that technical competence is incredibly important, and invests heavily in training all of its customer support technicians and sales people in IP Engineering. The firm aims to operate at the highest standards and operate a quality management system which complies with the require- ments of ISO 9001:2015 for the sales, installation and support of integrated telecommunications and internet solutions. The team at Spitfire are delighted to have won this award, and attribute their success to their dedication to trying to understand what their customers’ requirements truly are, so that they can sell them the correct solution for their business. Best Corporate Internet Service Provider - South East England Spitfire is one of very few specialist, business-only ISPs, focusing on the needs of their customers with busi- ness class ISP services. The company’s core ISP services include a wide range of DSL and Ethernet services with value-added products including resilient options for business class service delivery, converged voice and data, MPLS/managed WANs and monitoring services. S FM160027 Company: Spitfire Network Services Ltd Email: [email protected] Web Address: Address: The Printworks, 139 Clapham Road, London SW9 0HP Telephone: 020 7501 3000