On Site Support

Horsebridge support team is fully-qualified in a broad range of communication systems and networks, hardware, operating systems and software.
The support consists of both an internal support team and a field force for onsite support.

On site support service delivers complete wrap-around network maintenance and operations, satisfying typical first-line technical support requirements. It can also be utilised as a means of escalation when utilised in conjunction with the services available from our internal support team.

Horsebridge Experience

We hold a high pedigree in the area of support services and boast a comprehensive range of cost-effective and reliable technical solutions, in terms of affordability, support coverage, expertise, experience, previous track record and our impressive existing client base.

The Horsebridge on site support team will ensure that your communications system enhances your business and develops as your company grows, ensuring both your users and your customers needs are met.

Our services are provided directly and through OEM partners who have a requirement to provide specialist skills and knowledge from within the Horsebridge portfolio.

Technical Assistance Center

We have a dedicated support service which can provide technical support up to 24 hours a day, 365 days a year from Horsebridge’s Technical Assistance Center (TAC).
This provides you with an immediate interface to Horsebridge’s experienced, technical experts, mobilisation of onsite support engineers and dispatch of spares.

On Site Support Engineers

Once a case is logged a Horsebridge technical support engineer (TSE) works with you from the initial incident through to its complete resolution.

Horsebridge’s skilled technical support engineers (TSE) can deliver remote support. This is undertake utilising phone, fax, e-mail or remote diagnostic tools for the diagnosis and resolution of communication system issues and outages in the interim period of an onsite support engineer attending your site.

Our onsite support engineers carry the appropriate test equipment, spare modules and ancillary materials required to undertake fault resolution.

Fault Management and Resolution

Our onsite support engineers will proactively work with you in order to resolve case issues and inquire about case status updates. Horsebridge ensures hassle-free fault resolution through:

  • Clearly defined workflow processes
  • Documenting and tracking of the progress of each case
  • Unique identification reference for each call
  • Integrated support systems
  • On-line product documentation and manuals
  • The Horsebridge on site support team is responsible for, warranty and maintenance support to customers for the hardware and system software
  • Our highly trained on site support engineers have expertise in handling a wide range of communication systems and networks, hardware, operating systems and software
  • Importance is given for properly and timely escalation of problems at different levels, to achieve customer satisfaction
  • Formal reports are provided post on-site support activities which include details of systems status on arrival, actions undertaken and system status on departure

Because scenarios and their resolutions are recorded, technical support personnel are able to utilise literally years of experience in dealing with support issues within the technical support database. Members of our consulting team also provide onsite support. Much of this is geared towards method-oriented and project-specific assistance.

In addition to these resources, Horsebridge have the full backing, support and escalation mechanisms with all of the manufactures of the products and solutions which we provide, ensuring that only the correct and up to date product information is supplied.