Our support services (CitadelCare) are designed to ensure that incidents and requests are anticipated or dealt with promptly, by our professional and friendly UK-based team.
We ensure that our valued clients receive the best possible service. Our experienced team of workspace, platform and innovation engineers work hard to ensure we provide a great proactive service to make your business more efficient, safe and reliable. Using our monitoring systems, we can see failed log ins and can reach out to you to offer our support and care at that time.
We pride ourselves in striving towards offering maximum uptime for all our customers. Experiencing downtime when you have got a business to run is just no good – that’s why we constantly monitor our servers, ensuring that your business experiences only a small amount of downtime each year. Or even better, none!
You can see for yourself the uptime of our Citadel desktop, our datacentres and our email services, showing records for the last 90 days.
At Citadel Technology, we don’t want our customers to feel like they are hung out to dry, especially when moving to the cloud for the first time. That’s why we are different from other providers. Our team will take the time to check in with you, answers any questions you may have and fix any re-occurring problems early on so that they do not happen in the future.
You have peace of mind knowing that your hosted desktop is monitored 24/7, in our secure UK-based datacentres. Our monitoring is in place to catch and prevent problems or issues before they affect your system and platform uptime. If your server was to go down, then it will be up and running in no time.
Even though we have agreed service level agreements in place, the Citadel team are quick to react to support tickets. We make sure that we do what needs to be done, in which 60% of our tickets are seen to as they are submitted. In the unlikely event of a system suffering from an issue, affecting uptime, the Citadel team are readily available to assist immediately. We will work to bring your system back online as soon as possible.
If there is a problem which may require some more time from our support team, the Citadel team will make sure that you are updated and stay in the loop at all times.
“Citadel offered us a platform for our online CRM hosting, in which it has been a testament to the reliability of the platform as we have only needed to long one support request since migrating to Citadel. That support request involved restoring a backup to recover data, which a user of one of our customers had accidentally deleted. This was handled quickly and efficiently, much to the relief of the user in question!”
David TaylorCaltech CRM
“We’d heard about ‘the cloud’ and ‘hosted’ but never considered it to be an option for us. But after learning about the benefits of a secure digital workspace, requiring no internal hardware infrastructure nor the cost and resources to maintain an on-premise server, the choice to move to cloud seemed the right decision.”
Caron Chattwood M Duerden Ltd
“Using Citadel has enabled us to deliver a fully hosted desktop and applications to our tenants. This has enhanced our overall business offering, meaning we can now deliver office space and the technology to complement it.”
JillyNateby Technology Park
“I would just like to say how pleasant and polite Ben is whenever I have a problem. I am near retirement age and anything technical is quite daunting for me. He is always reassuring and helpful I think compliment should be said when due.”
Caroline Goldsmith Proleisure
“Working with Ben on Customer Support has made our IT issues disappear. We never worry about the systems, we just come to work to do the day job.”
Citadel Support Customer