Safe Host's support centre is available via phone or trouble ticket 24 hours a day, 365 days a year and staff are skilled in many areas of general and specialist IT support.
Engineers are responsible for monitoring all data and building systems and providing 1st and 2nd level support when require. Specialist engineers are available Monday to Friday during business hours and are on call for 2nd and 3rd level support.
Safe Host has developed its proprietary secured Trouble Ticketing system, InsideEyes™, for management of problems, maintenance and as a communication medium with its clients. Customers are encouraged to use the system wherever possible in order to report problems, request changes or just to ask for information. A more detailed description on the use of this system, with priority categorization of events, may be found in the InsideEyes™ User Guide.
Logging on to Safe Host's extranet can be accessed on ie.safehost.net.
Safe Host engineers' response time to tickets depends on the criticality of each request.
Remote Hands & Eyes
Safe Host's Remote Hands & Eyes service is designed to support customers who do not staff their facility within the Safe Host data centre and require on-site assistance. Safe Host can provide technicians capable of following basic customer instructions to complete simple physical tasks within their colocation space. Our technicians are available 24x7, with support available on-site during extended office hours.