Priority support system

Now send, resolve and amend tickets even more quickly with PSS, just log into your MyUKFast account.

Features of the PSS system

• Guaranteed security - secure feature for tickets passed through MyUKFast, a "must" when sending sensitive information such as passwords - see the padlock icon.
• Track your tickets - See your submitted support tickets by logging on to your MyUKFast account. View the time and date you submitted tickets and their statuses.
• Control a ticket's status - You have the power to reply to a support ticket and mark it as "Complete" only when you are happy it has been resolved.
• Search ability - Search all submitted tickets via a variety of fields.
• Add your own reference - For your information add extra info enabling you to reference a ticket to your own, or a supplier's system.
• CC functionality - Choose to CC people onto a ticket so they also receive updates.
• Add attachments - Add extra information to your PSS ticket and save it for future reference.

How does it work?

1. The PSS submission form is now integrated directly into the ticket system so your ticket is automatically linked to your account.
2. You get automatic priority over emailed tickets because we know immediately that it has been raised by you, a customer. Urgent requests get an even higher priority.
3. You select the product you have an issue with, linking the ticket directly to that item so we can get to information far more quickly.
4. Your product choice also automatically directs the query to the respective team, e.g. Windows or Linux.
5. Replies go directly into the system, updating the ticket status, meaning this will be picked up quicker.

The priority support system is available to all our clients to ensure all technical queries are dealt with more efficiently.

It's not there to eradicate telephone support; it merely makes it more effective.

Through your control panel, you are able to register any queries you may have simply by indicating the level of the problem and giving extensive details.

This ticket is received by the technical support team, logged and immediately assigned a handler and reference number.

From this point onwards both you and the technical advisor can monitor the status of the problem and relay all updates constantly.

Plus when telephoning tech support, you will have the reference number for the technical staff to track your query instantaneously, thus enabling us to give you answers on the spot, and guaranteeing complete security at all times.

Benefits to our clients:

Quick response unit

All the tickets raised are signed off at a daily meeting and it allows us to monitor your account and how we deal with technical issues.

Reference number

This will enable the technical manager to answer queries efficiently; while it also allows the management to monitor how effectively staff are dealing with your requests. Plus it increases security - we know it's you who filed the query and telephoning us.

Our staff are fully trained in the art of patience and understanding when helping you, both with the PSS and telephone support. If you have any comments, please do address them to customer services, we are very good listeners and proud that various UKFast systems are the result of both constructive criticism and positive feedback.