Support

Support Information and Contact Details

Matrix Communications 24/7 offers a twenty-four hour, seven day a week, support service for our customers. It is our primary function to provide first class support to all of our customers who experience a fault with a service delivered through Matrix Communications. Our Customer Support Analysts (CSA's) manage all information flow and activities required to resolve any service faults which you may experience. We endeavor to be your first and only required call, managing all further communications proactively.

A brief description of service is listed below:

1. Calls will be answered twenty-four hours a day, seven days a week, 365 days a year.
2. Calls will be logged by Matrix Communications 24/7 and reported to the appropriate carrier.
3. All calls are logged, annotated and progressed for tracking and reporting purposes.
4. Where diagnosis of a fault determines it to be a supplier issue, the fault is progressed with the appropriate carrier through their own fault recording process.
5. Matrix Communications will only close the fault once you are in agreement that the issue is resolved.
6. Our service includes, but is not limited to:
• Assurance that carriers Service Level Agreement (SLA) is pursued and adhered to.
• Pre-defined escalation procedures that are invoked as and when required.
• A clear statement of fault origin and resolution is obtained from carrier whenever possible.
7. Where the fault diagnosis determines that the issue does not lie with the carrier, a summary of the problem will be given verbally and recorded against the service request in our CRM platform.

Please note, as customers do not have a direct relationship with the carrier it is essential that all communication is directed through Matrix Communications 24/7 when reporting a fault. This will aid us in providing a higher quality and consistent service as we will be fully aware of any issues affecting customers. If a fault is logged directly with the carrier Matrix Communications can not be held responsible for any actions that may occur outside of our control.

Please find our support contact details below. The resilience numbers route via a separate carrier than the primary numbers and are purely to ensure the availability of our department.

Contact Details