Editor's Choice Awards Special 2017 - page 19

Service, support and choice
Best ISP for Business:
Spitfire
Editor’s Choice:
Business Info
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Comms is a fast moving
environment; sometimes so fast that
it can be hard to keep up, which is
why you need a comms partner at
the cutting edge of development
that’s constantly refining its offering
to give customers access to the best
technology.
Spitfire, the multi-award winning
internet telephony service provider and
ISP, fits the bill. As a leading business ISP,
Spitfire offers customers a wide portfolio
of highly competitive connectivity
solutions including ADSL, ADSL Annex M,
SDSL, VDSL2 and Ethernet over copper
and fibre.
More choice
In January 2016, Spitfire strengthened
its communication systems portfolio with
3CX in the Cloud. The cloud PBX solution
eliminates the need for on-premise server
hardware and can be carried across to
another location for reliable business
continuity. Spitfire offers 3CX in the
Cloud as a self-configured/self-managed
solution or as a fully managed service to
suit individual customers’ capabilities and
requirements.
It also expanded carrier choice
for customers through new
partnerships with Colt and
Virgin Media Business. These
additions increase Spitfire’s
ability to offer customers
carrier and pricing diversity
for its Ethernet solutions
and strengthen its ability
to support mission critical
environments.
Expanding
infrastructure
As part of a strategy to
increase resilience and
redundancy in its core
network, Spitfire added two
additional node locations at
Telehouse North in London’s Docklands
and Equinix LD3 at Park Royal in north-west
London. Spitfire’s fully resilient multi-node
core network fibre ring now spans four
geographically diverse locations.
Telehouse offers access to a wide range
of carrier services and Equinix LD3 provides
geographic diversity for customers that
want to have equipment in more than
one area. It’s now easier to join up these
services in a Spitfire MPLS network, either
with customers’ own equipment or with
hosted services provided by others.
Improving service levels
Underlining its commitment to excellent
service delivery and customer support,
Spitfire has made some significant
improvements to its standard Service Level
Agreements (SLAs). These include 100%
target uptime for a fibre Ethernet service;
99.93% target uptime on a copper Ethernet
(EFM) service; and extended weekend
customer support for DSL customers, with
Standard Care available from 8am to 6pm
at no extra charge.
Spitfire’s web ordering services have
also been upgraded and expanded so that
customers can create and edit quotations
and place an order online.
Spitfire’s UK-based technical support
teams are dedicated to keeping your
connection running at full tilt. In customer
satisfaction surveys, 90% of respondents
stated that a service issue was resolved
by the first person who took the call. In
the three months from July to September
2016, Spitfire Support answered 90.8%
of all inbound calls within 30 seconds;
the most common wait time was just 7
seconds.
Investment in staff expertise ensures
that instead of providing a ‘one size fits
all’ solution, Spitfire is able to meet each
customer’s unique needs. To this end, it
doesn’t just provide IP training for technical
staff, but extends it to customer support
technicians and sales people as well. All
of Spitfire’s engineers, tech support and
sales people study for industry recognised
qualifications, such as Cisco CCENT, and
staff continue to upskill their professional
expertise as technology changes.
The additional investment Spitfire has
made in its product offering, customer
support and employees has not gone
unnoticed by industry peers. In 2015,
Spitfire won Best Hosted Telephony
Platform for the third consecutive year
and was judged runner up for Best ISP at
the prestigious Comms National Awards.
At the 2016 Awards, Spitfire was once
again nominated as a finalist in both
categories. The awards are judged by an
independent panel of industry experts and
are widely acknowledged as a benchmark
of excellence within the telecoms industry.
With reliable, cost-effective solutions
for businesses of all sizes and excellent
service and support, it’s clear to see why
Spitfire is an industry leader.
19
Editor’s Choice Awards
What we liked:
• business-only ISP
• wide range of solutions
• flexible pricing options
• reliable service
• exceptional customer support
Spitfire :
Best ISP for Business
1...,9,10,11,12,13,14,15,16,17,18 20,21,22,23,24
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