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CUSTOMER SUPPORT HUB

Customer support description

Customer Service Standards of Excellence

At OPUS we view support as a key part of the service you buy from us, with the people and processes as important as the technology. Every customer has a technical and customer account manager, ensuring you receive continuing support throughout the lifetime of your contract. Information flow is a vital element of the service. Whether it is during a fault scenario or for scheduling maintenance, our communiques will keep you fully up to date.

Your satisfaction is our priority. If for any reason you cannot contact the Opus representative dealing with your issue please click below for details of how you can escalate you issue or provide customer feedback.

Contacting Our Support Teams

020 8545 8545* | Service support portal

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Billing Portal

Click below to assess the Online Billing Portal and ensure you have your user name and password to hand. If you are a customer and wish to have access to the Online Billing Portal please email billing@opustech.co.uk to request a user name and password.

 

Customer Service Standards of Excellence

Following our 7 step process allows us to not only exceed your expectations, but also endeavour to proactively minimise the possibility or re-occurrence of disruption to your business, so you always stay connected with your customers. For example if you were to report a fault we would endeavour to work to the following common standards using our:

 

Complaints

If for any reason you’re not happy with OPUS’s service, you can raise a complaint with any member of our team.

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Our Client Portal

Below are some details about the features and login details.

What Is MyServices?

MyServices is our Online Management Portal for services. MyServices provides secure web-based access to your services portfolio anywhere in the world. OPUS provide clients with a range of online tools; all located within our MyServices portal. MyServices is designed to be your single point of contact for information relating to your services. MyServices links directly to our key support systems including the industry leading HP Openview suite.

As well as providing the latest details on the delivery of your services by using MyServices you can create and manage service calls, leave feedback for the Support Team. MyServices is also the gateway to Service Reports, as well as Info Vista, the market leading network performance reporting tool.

Features include:

  • View of the current status of open tickets, the ability to log new calls and update existing records
  • Storage utilisation and trend information
  • On-line access to billing data
  • Access to project manager and latest status and date information for projects in service delivery
  • Access to an industry leading reporting and management suite – Info Vista

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Info Vista

Info Vista is the industry leading enterprise class reporting system giving customer access to detailed information on Network & Data services.

Allows access to:

  • Reports covering Services/Devices/Sites with the ability to summarise at each level
  • Detailed network statistics on availability, performance and utilisation
  • Analyse packet loss, latency and inbound/outbound traffic over specified time periods
  • Instant reports give a “real time” view activity