Services Designed Around our Customers

Here at Pavilion we pride ourselves on delivering quality IT Certainty since 1988. You are of course right to be sceptical as all support or managed services companies would state this… They would be crazy not to! So we would like to share some high level statistics as well as anecdotal ticket feedback to help provide you confidence in our ability to support you in good times and also on those occasions when IT has decided that today is not going to be a good day for you!

Support Ticket Statistics

6 Monthly Statistics

IT support services cases resolved

98.85%

of response SLA met

IT support services first time fix

59.37%

of cases fixed first time

IT support services call waiting time

7 secs

average call waiting time

IT support services sla target

>7000

tickets resolved

IT support services client feedback

97.92%

"excellent" feedback scores

Support Customer Feedback

Feedback from customer forms between October 2020 and August 2021

“Grant was very efficient and gave me concise and clear instructions as to what I need to do going forward” 14/09”

Nick @ DA Budge
14/09/21

“Noticed the virus flags in my notifications, before I raised it as a concern, Tom had contacted me to alert me to the problem. No trouble with this since”

Daniel @ SSA Architects
21/07/21

"Thank you all for your hard work over the last couple of days. The level of customer service and expertise has been outstanding. I really appreciate everything you do for KEW. I owe you each a pint or 3"

Ben @ KEW Electrical
20/08/21

“Andy was very friendly and nothing seemed too much trouble for him.“

Nicky @ CGA Group Holdings Ltd  – O365 config
29/06/2021

 

“Excellent service as always, thank you.“

Robert @ Gauntlet Group – 2FA issue
29/06/2021

 

“Japer was very helpful. As are all the rest of the team. Much appreciated.”

Donald @ Gusto Research Ltd – O365 issue
14/04/2021

 

 

"As always, Jasper was very helpful and knowledgeable about the issue"

Becky @ Rosenblatt Ltd

 

"Great service from Tim with little disruption to myself - even better!!! Thanks :-)"

Amanda @ Peritus Health Management with an O365 issue

"Really helpful and problem resolved quickly"

Wendy @ CGA Group Holdings with an application issue

"Very helpful people, appreciated all support provided on this case"

Antonio @ Harwoods Group with a software issue

02/04/2021

"Thanks Dan for bottoming out the access permissions via vpn"

Paul @ SMR with VPN issue

 

 

"Sorted problem, very quickly very polite"

Tony @ Penfold Verrall Ltd with an O365 issue

"Alex got back to me almost immediately and then called me at the agreed time. He was efficient and easy to deal with"

Gusto Research

"Grant was excellent with his support and efforts to help. He rang when he said he would and it took a little while but with the help of Microsoft the issue was resolved. Great service, thank you"

Pip @ Bradley Mason LLP with home / office connection issue

"Professional help can't complain at all. 100%"

Darragh @ ATP Media with a laptop issue

 

 

 

"Alex was very clear and helpful and issue resolved within 30 minutes"

Deborah @ The Drapers Company with an OS update issue

Customer Testimonials

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