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Main Switchboard 0845 0380 000

Service Management Centre (SMC) - UK 24/7 0845 0389 999

Partner & Dealer Line 0844 490 5006

Service Management Centre (SMC)

1st Line & Service Desks

Here at inCloudOne we have built all of our practises on the industry framework of ITIL. Our Service Management Centre(SMC) is staffed by 1st line UK base agents who will identify all customer requests, raise the necessary internal tickets and assign to the right department. We aim to hot transfer 90% of your calls to the appropriate Technical Service Desks who can start work on any incidents or requests while you are still on the phone. Our normal business hours operate between 9:00 - 17:00 Monday to Friday, but for SLA customers we operate a UK based 24x7 SMC.

Incident Handling

All incidents are logged and tracked in our incident management ticketing system until resolution. This service is accessible via our support number or by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it . For SLA based customer further information is provided on our 24x7 service. For every incident raised all customers will receive any easy to use reference number which should be used for all correspondence. As long as this number remains in the subject title of all emails, customers can update us at any point on their experience. This is especially important when we request further information as it allows our engineers to see all information on the incident in one single place.

All incidents are reviewed by our 3rd line teams to identify their root cause. Problem management is then undertaken if warranted to remove any vulnerabilities or failures. inCloudOne pledges to invest our energy in ensuring that all of our services perform without incident and that only the highest level of quality and customer service are provided to all users.

Remote Support

One of the core functions of our Managed Service is to proactively monitor and manage all Cloud based solutions. We can do this cost-effectively using our purpose built application monitoring suite that provides alerts the second any services are affected. When a hybrid solution (on-site IT solution mixed with our own inCloudOne hosted services) is chosen then we can securely access and remotely monitor the solution and remote take-over to keep a close eye on your IT systems. What’s more, we strive to deal with issues as soon as we are aware of them, resolving them before they affect your business.

In-house Consultancy

For large complex deployments, our consultants and professional services teams can work with you to plan and deliver new or replacement IT solutions to your business. We are often able to enhance your technical offering, reduce your Total Cost of Ownership ( TCO) and even reduce your energy bills, allowing you to focus on your core business functions. By taking advantage of our specialist skill sets, we can support your IT team in the initial stages of a new implementation, through to training and support and then scale back once everything is running to your agreed standards.