What is Premium Technical Telephone Support?
We understand that when technology fails, time is of the essence. With Premium Technical Telephone Support (PTTS), you have access to UK-based, 24/7 technical experts who can provide immediate, reliable support to troubleshoot and resolve your issues. Whether it’s a minor disruption or a major system failure, our team of highly skilled engineers is dedicated to minimising your downtime and ensuring your operations continue smoothly. This rapid-response service provides your team with the confidence to move forward stress-free.
With PTTS, you receive multi-channel support via phone, email, or our interactive web-based case management system, offering flexibility and ease of access. Our experienced, in-country engineers are available from 08:00 to 18:00 GMT, Monday to Friday, ensuring high-quality service with fast response times. For critical Severity 1 issues, we provide 24/7 support, so your business can stay up and running without disruption.
Designed to address problems that fall outside of standard behaviour or documented issues, PTTS helps you navigate even the most complex challenges efficiently and effectively.
The PTTS
Value
Experience the difference of premium telephone support with PTTS, where your satisfaction is our top priority. Our expert team is just a call away—ready to resolve issues quickly and efficiently, minimising disruption and keeping your business running smoothly. Whether you're facing a critical challenge or need day-to-day troubleshooting, you’ll receive personalised, professional support that feels like an extension of your own team. With clear communication, consistent follow-up, and a transparent service approach, PTTS ensures you're always informed and in control. Enjoy the confidence and peace of mind that comes from knowing your technology is backed by experts who genuinely care about your success:
Experience the difference of premium telephone support with PTTS, where your satisfaction is our top priority. Our expert team is just a call away—ready to resolve issues quickly and efficiently, minimising disruption and keeping your business running smoothly. Whether you're facing a critical challenge or need day-to-day troubleshooting, you’ll receive personalised, professional support that feels like an extension of your own team. With clear communication, consistent follow-up, and a transparent service approach, PTTS ensures you're always informed and in control. Enjoy the confidence and peace of mind that comes from knowing your technology is backed by experts who genuinely care about your success:
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Vendor-accredited: peace of mind that we know what we're doing
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UK-based 24/7: no “follow-the-sun” handover delays
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Boutique approach: no competition for support airtime & coverage
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Leap-frogging initial lines of support straight to Level 2: providing you with quicker response & issue resolution
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Underpinned by a full Services & Support Guide: you'll know exactly how to use the service
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Mapped out deliverables: your expectations are precisely met against defined SLOs
Gradian's Service & Support Guide
To make life easier for you we have built out a comprehensive, step by step, Service & Support Guide enabling you to understand exactly what your experience will be like with us at every stage of your support call.
Our Guide defines your expectations of us and our expectations of you. We have established timelines (Service Level Objectives - SLOs) for initial technical response, ongoing work effort and communication frequency based on contracted support coverage and issue severity.
Ultimately our goal is to deliver a 100% repeatable experience for you whenever you have an issue. Importantly, we take an "if your hair's on fire -we'll put it out" approach and worry about the severity level later. Our goal will always be to get you up and running as soon as possible.
Ask us for a copy of our Services & Support Guide and scroll down to understand if your existing support arrangements adequately meet your business needs...
Is Your Current Support
Meeting Your Business Needs?
Have you ever felt that the support you receive doesn’t quite match the level of expertise, responsiveness, or strategic value that your business requires? At Gradian, we understand the frustration of inadequate service, and we’re here to change that experience for you. By truly understanding your unique business needs, we are able to deliver a fully aligned support experience. We want your support experience with us to leave you feeling that you're the most important customer in the world.
Take a look at the table below to understand, at a glance, how our different support services compare and truly appreciate the difference between PTTS and traditional vendor support.
Includes platform upgrades, configuration optimisation and policy management
Are You Ready to Take Back Control of Your Data Security?
We don’t just fix problems—we work with you to build long-term resilience and safeguard the infrastructure your organisation needs to thrive.
Call us to understand how our Premium Technical Telephone Support can give you the peace of mind you need to focus on what matters most - growing your business!
