Support Levels

Priority level 1

Critical business impact

4 Hour SLA to attend (24/7)

Priority Level 2

Significant business impact

4 hours SLA to attend (Business hours or next working day)

Priority level 3

Limited business impact

Within 2 normal Business days

Priority level 4

Minimal/No business impact

Planned Activities In Hours

Datalec engineers can execute on the following activities:


Structure cabling or port faults, repairs, and testing (including patching)

a package

Receiving deliveries or packaging media in preparation for customer collection

magnifying glass

Visual inspection of equipment and reporting observations


Manual power cycle or reboot of equipment

Cable tracing as apart of break fix

Customer Support Services

In today’s data-critical environment, where your data centre is a crucial component in your operational success, there’s simply no upside to downtime. So our solution-led, SLA-driven 24x7x365 on-call customer support service has been designed to be fast, flexible, responsive and tailored to your needs to give you complete peace of mind.

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Rapid response

Once a customer raises a trouble ticket through the service desk an engineer will respond within 15 minutes.

Based on the support levels, our reactive service will ensure that your ticket is dealt with within agreed SLA’s to ensure all incidents are dealt with in the correct manner.

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Scheduled maintenance

In addition to rapid response, Datalec can provides scheduled services based on equipment or customer requirements.

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Planned activities

Additional connectivity planned services are available to our customers at an additional cost:

  • Cross connect installations
  • Structured Cabling
  • Auditing
  • Rack and Stack services
  • Hardware Support
  • Diagnostic tools or Specialist equipment
  • Scheduled Maintenance Window Support
  • Server Migration

Service Engineers

DPI’s on call service engineers are available 24x7x365 processed through our automated Cloud CRM system. All DPI engineers are based around various points of the M25 as well as having fixed based locations at both DPI HQ at Buntingford and our strategically located Slough Office Location.

DPI Connectivity operatives are equipped with company branded vehicles which are mobilised across the south east with operatives on call 24/7 365.

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Our Slough facility has our customer needs at the centre of its purpose, being located on the west corridor of the M25 it allows us to stock materials & specialist tooling close to our customers for rapid response when a ticket is logged as well as providing resilience.

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Monthly reports can be generated and provided from our CRM Dashboard to allow our customers to receive usable data about all cases raised:

  • Open / Closed Cases
  • On Hold Cases
  • Case Open time
  • Time spent on site
  • Usage per Month

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Find out more about our 24x7x365 on-call customer support service

Call one of the team on:

+44 (0)800 6891318

Or send us an email:

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View our Intelligent Hands Managed Services brochure:

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