Premium Support

24/7, enterprise-class, multi-vendor support

The only company you should be speaking to

Talking to multiple hardware and software vendors when your organisation needs to quickly resolve a serious IT issue can suck your own team's precious time. The problem can become exacerbated if parties start pointing the finger at one another. With our Premium Support package, there's only one company you need to speak to should things go wrong – us. Whatever the time of day, you'll receive immediate support in your local language. We'll assemble our specialist teams, speak to vendors on your behalf, diagnose the problem and help you resolve it as quickly as possible.

Who Premium Support is for

Who Premium Support is for

Premium Support is for enterprises who demand high service levels and, quite simply, want better support. It's an easy, affordable way to ensure that their infrastructure is fully-operational because we analyse and troubleshoot problems as soon as they occur – and offer resolutions. You'll also receive great advice on how to operate your infrastructure more effectively.

The skills you need

The skills you need

We currently employ over 450 technical specialists across Europe. And because we give them access to world-class training and a wide range of certifications, we can deploy some of the most skilled people to help you solve the most critical issues as quickly as possible. Many of our specialists train in more than one area, making them more like hybrid engineers. This means that they can be even more effective when it comes to troubleshooting interoperability or connectivity issues across different parts of your infrastructure.

Our support staff are among our most experienced people. On top of training and certification, years of on-the-job experience proves invaluable when it comes to knowing how to provide you with the very best support. As a company, we’re experienced, too. Over two decades, we’ve honed ways of working that are effective, helpful and fast.

European-wide support

European-wide support

We have service desks in more than 15 countries, each providing 24/7 remote support to local Premium Support customers. For organisations with offices across Europe, this feature is invaluable, because we can deliver 24/7 support for a variety of products and vendors, in your local language. Even if your organisation is in one location, or in one country, then you’ll still benefit – because your local support specialists have access to an even broader knowledge base.

Major incident management

Major incident management

In critical situations, such as outages, we follow a series of proven, defined steps to get your services back up and running as quickly possible – whilst minimising risk.

You’ll be assigned a manager to act as your point of contact. They will work with you and can draw on the expertise of a 'critical site' team, to help you solve the issue.

Upgrade to reap the rewards

Upgrade to reap the rewards

Whilst Premium Support gives you all the help you need to solve issues as they arise, some organisations want even more.

Choose Premium Support+ and we monitor your chosen estate 24/7 and let you know when a problem arises, not the other way round, before helping resolve it.

Service Management is our fully-managed option. It offers a whole host of extra operations, such as change and configuration management and sees us manage almost every aspect of your chosen estate 24/7, and take full responsibility for resolving issues. Service Management offers you the most business benefits and offers total peace of mind.

Benefits

Help resolving issues

Help resolving issues

We'll speak to vendors, diagnose the issue & help resolve it

Time saved

Time saved

Because we speak to multiple vendors on your behalf

The skills you need

The skills you need

Thanks to our 450 trained, certified technical specialists

European-wide

European-wide

Local language support from help desks in 14 countries

A partner you can trust

A partner you can trust

Over 20 years' experience. More than 4,000 customers

Known service levels

Known service levels

Response times governed by Service Level Agreements (SLAs)

What our customers had to say

The transition to Proact's solution went incredibly smoothly and our expectations of the managed service support have been significantly exceeded. We have found the service desk members we speak to are incredibly keen to support us. It feels like a weight has been lifted from my technical team who have been unanimous in their positive comments of the relationship and support from Proact.

Dr Nick Moore, Director of Library Technology and Information Services, University of Gloucestershire

Proact’s Service Management allowed us to achieve a higher level of service at over 50% lower than the cost of an internal team.

Brian Coburn, Group IT Manager, Stagecoach

Working with Proact has given us complete peace of mind that our information is in safe hands. Having them manage our systems
round-the-clock has taken away many of the challenges associated with managing our IT, and allowed us to focus on what matters most – ensuring the success of our business.

Andrew Langford, Group ICT Director, Auxillis

Get in touch

Success stories

City of Copenhagen

Out of hours monitoring can be a challenge for any organisation, but is still essential to ensure service availability. Learn how Proact solved this issue

Learn more

AutoBinck

The storage environment at AutoBinck was what it was until Proact came along to transform its storage operations

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Holland Colours

To ensure business continuity across all parts of the world, Holland Colours sought an IT partner for complete support of its infrastructure

Learn more