ActiTech Limited Customer Service — Comprehensive Guide

Company overview and service commitments

ActiTech Limited was founded in 2009 and is registered in England and Wales (Company No. 07894512). The company’s registered office and UK headquarters are at 45 Riverbank Road, Manchester, M2 5QA. ActiTech specializes in enterprise IT infrastructure, managed services and hardware maintenance across finance, healthcare and retail sectors, supporting over 1,200 corporate sites in the UK and EU as of 2024.

ActiTech’s published corporate service commitments include 99.5% availability for managed network services and a goal to resolve 80% of incidents remotely within the first contact. In the 2024 customer satisfaction survey ActiTech reported a Net Promoter Score (NPS) of 48 and an overall customer satisfaction rate of 94% (n = 3,400 responses), figures it uses to benchmark quarterly CSAT improvement programs.

Support channels, opening hours and response metrics

Customers can access support through phone, web portal, e-mail and on-premise engineers. Primary contact points are: Support Desk +44 161 555 0144 (24/7 for enterprise contracts), General Enquiries +44 161 555 0123 (09:00–17:30 GMT), and Emergency Line +44 161 555 0199 (24/7). The corporate website is https://www.actitech.co.uk and the standard support e-mail is [email protected].

ActiTech publishes SLA response and resolution targets by priority. For enterprise customers on Premium contracts the target first response for Priority 1 incidents is 1 hour, initial triage within 30 minutes, and on-site arrival within 4 hours where required. For Standard plans the first response is 4 hours and on-site within 24 hours. Historical performance (2024) shows average remote resolution time of 6.2 hours and average on-site resolution time of 22.4 hours across all plans.

Support channels (quick reference)

• Phone (24/7 enterprise): +44 161 555 0144 — ideal for P1 outages and immediate escalation.
• Web portal: https://portal.actitech.co.uk — incident creation, SLA tracking, file uploads, and change requests; typical portal submission acknowledgement under 15 minutes.
• Email: [email protected] — suited to non-urgent requests and attaching diagnostic logs (response within published SLA).
• Onsite engineering: scheduled via portal or phone; standard onsite rate and contracted response times apply.

Service tiers, pricing and contract terms

ActiTech offers three standard managed-support tiers and bespoke enterprise agreements. Published retail prices (2025) for small-to-medium customers are: Basic — £29/month per device (remote-only, ticketed support); Standard — £79/month per device (remote + next-business-day onsite for hardware); Premium — £249/month per device (24/7 remote, 4-hour onsite SLA, dedicated account manager). Volume discounts apply: 10–25% for 50–200 devices, 26–40% for 200–500 devices, and bespoke pricing above 500.

Onsite engineering rates for ad-hoc work are £95/hour plus a 2-hour minimum and standard travel rate of £0.75/mile outside a 20-mile radius from Manchester HQ. Block-hour contracts reduce the effective rate — e.g., a 100-hour block is priced at £8,500 (effective £85/hour) with a 12-month utilisation window. Hardware service contracts include a baseline 12-month parts-and-labor warranty; extended warranties and next-business-day spare-part provisioning are available at additional cost.

Escalation process and account management

ActiTech uses a four-tier escalation matrix: Level 1 (Support Desk), Level 2 (Technical Specialist), Level 3 (Engineering Manager), Level 4 (Service Director). Time-to-escalate thresholds are contract-defined but typical values are: escalate to Level 2 after 60 minutes without remote resolution for P1; to Level 3 after 4 hours unresolved; and to Level 4 after 8 hours for mission-critical incidents. Escalation contact for urgent unresolved issues is [email protected]; the customer-facing Head of Customer Service (as of 2025) is Jane Doe, reachable at +44 161 555 0130 for board-level escalations.

Each enterprise customer is assigned an Account Manager and a Technical Account Lead. Account Managers run quarterly business reviews (QBRs) that include SLA adherence, incident trends, patching status and cost-to-serve metrics. QBR deliverables include a prioritized remediation roadmap, measured KPIs (MTTR, MTBF, incident frequency) and a forecasted budget for the next quarter or year.

Quality assurance, security and compliance

ActiTech maintains ISO 9001:2015 for quality management and ISO/IEC 27001:2013 for information security. The company conducts quarterly internal audits and annual third-party audits; audit summaries and SOC 2 Type II reports are provided to enterprise clients under NDA. Security controls include role-based access in the support portal, two-factor authentication for technician tools, and encrypted logging for remote sessions.

Change management follows ITIL-aligned processes: emergency changes use a fast-track CAB with post-implementation review, standard changes are scheduled with 7-day notice, and change success rate is reported at 97.3% for 2024. ActiTech maintains a publicly accessible status page (https://status.actitech.co.uk) with real-time incident notifications and historical incident logs for 12 months.

Customer feedback, measurement and continuous improvement

ActiTech collects feedback at three touchpoints: post-ticket CSAT surveys (single-question 5-point rating), quarterly NPS surveys, and annual customer advisory boards. Response-weighted CSAT in 2024 averaged 4.6/5 across 26,400 tickets. Customers report improvements in communication speed and resolution clarity after the company invested £1.2M in a new support platform in 2023.

Continuous improvement activities are documented in a Service Improvement Plan (SIP) maintained per account. Typical SIP items include reducing P1 average resolution to below 4 hours (target 2026), increasing first-contact resolution to 85%, and expanding London-based field engineering capacity by 40% to reduce travel-led delays. Contact channels for feedback and procurement are available via [email protected] and [email protected], respectively.