Wick Hill Professional Services
Wick Hill realises that efficient and responsive Professional Services is critical to our customers’ on-going business operations. Our ethos is based on sharing information, responding quickly to changing needs and working through problems together with both our customers and vendors
When it comes to Installation and Consultation our engineers are able to use their experience to enable the work to be completed in a professional and timely manner to help ensure the Confidentiality, Integrity and Availability of your customers data.
The Wick Hill Professional Services team is available throughout the UK and mainland Europe for installations consultancy and support for the following vendors.
- Check Point
- ThreatTrack (Vipre)
Wick Hill engineers are highly skilled with practical experience as well as having received and passed vendor accreditation training courses.
Wick Hill engineers are also Vendor Certified Trainers, giving us the ability to be able to train our customers as well as support their needs.
The Wick Hill Difference:
By utilising Wick Hill’s Professional Services, VARs greatly enhance their offerings, generate additional revenue, and ensure their competitive edge.
Wick Hill does not sell directly to end users. All of our service offerings are delivered throughout channel partners with good margin opportunities.
We are able to offer onsite support and consultancy as well as telephone / remote offerings.
Wick Hill realises that efficient and responsive technical support is critical to our customers’ on-going business operations. Our support is based on sharing information, responding quickly to changing needs and working through problems together with both our customers and vendors. For every product purchased and maintained through Wick Hill, 1st and 2nd line technical support services are available. All calls are logged and proactively resolved by our engineers, and where necessary, resolved in conjunction with our vendor in accordance with our online SLA.
Our technical team is available 24×7 for a number of our vendors including Check Point and WatchGuard with other vendors being added as demand from our customers dictates.
Wick Hill provides support from our UK office in Woking
The Support Cover Period is from 08:00 to 18:00 Monday to Friday, excluding public and bank holidays (local time).
Support cover is provided via:
Phone 01483 227799 08:00 – 18:00 or Email firstname.lastname@example.org
24×7 support number given with contract
We ask that urgent support calls are placed via phone to ensure a prompt response
Wick Hill 24×7 Support offers constant Support via a priority support telephone number given only to customers purchasing 24×7 support. This number is manned by an experienced engineer ensuring that any case raised is dealt with straightaway and escalated if needed.
Wick Hill offers a support contract for all products within the Wick Hill product portfolio. These contracts are typically for 12 months and we can arrange for contract consolidation should it be required. Different levels of support are available and vary from telephone support only, through to our Advanced Support Service, which entitles you to a replacement unit service, if required.
Renewal of support contracts are also managed through Wick Hill. We maintain records and notify resellers as and when their customer contracts are due for renewal and including quote templates to assist the renewal process. Advance notice is given 60 days ahead of the renewal date, in addition to any notification sent directly to the customer by the vendor. A support upgrade is also offered and available at the time of renewal.
Installation and consultancy
Wick Hill Professional services can help with your installations and project work. Due to the levels of knowledge and experiance our engineers are able to attend site and and carry out installations, upgrades and help with the onging development of your security framework
Installation consists of
Racking of the device
Configuration of the device with the latest firmware and software
Configuration of the device with network address’s etc. and ensuring that the unit is connected and contactable
Basic overview of how the device works and how to connect to it
Consultancy consists of Installation plus
Helping to add customer devices to the unit
Training on how to use the device and Best Practice
Helping with Rule-base Configuration, Reports Alerts etc. depending on device type
Help with compliance if needed
Training / Knowledge Transfer