Support

With Eyrco, customers receive a full managed service that goes far beyond simple monitoring and support with:

 

  • Proactive and reactive monitoring to our dedicated NOC in Ballymount.
  • ITIL standard helpdesk including Tier 1 to 4 engineers with latest vendor accreditations.
  • Web based real time dashboard and ticketing system.
  • Real-time remediation, alerting and reporting.
  • Bespoke SLA’s for customers.
  • Customer defined escalation action plan.
  • Customised reporting tools.
  • Cloud analytics and optimisation.
  • Testing and performance optimisation.
  • Remote proactive preventative health checks.

How we work

Our company, including the Service Desk, operates to the ITIL standard and this is reflected in our ITIL aligned processes for Service Strategy, Design, Transition, Operation and Continual Service Improvement. Key to our success is the effective implementation of ITIL aligned processes and effective measurements to verify the services and their value to our customers. Eyrco invests in training, tools and time to implement the ITIL framework as its standard operating approach to service delivery and support. Our service desk is located in our headquarters in Dublin.

 

Also as an ISO certified company Eyrco is committed to following the principles embodied in the 9001 Standard as follows:

 

  • By ensuring that it is market leading in the delivery of client requirements, by continuing to improve its processes and by assuring competitive satisfaction and operating results.
  • By ensuring entire staff is given sufficient training and development support to provide for fully competent individuals/teams.
  • By ensuring through good planning and review that the best tools, training and development is made available to support its processes.
  • By working closely with both its customers and vendor partners to develop and maintain high quality relationships.
  • Through its management and staff being committed to the policy of continuous improvement of the Organisation and its Customer Services.
  • Through a commitment to being an efficient and profitable organisation by following best in class work practices in all areas of its operation.
  • By planning and establishing measurable objectives based on its business plan for the ongoing development of the company and its customers. These objectives are regularly reviewed and measured by management.

Our Partner Avaya

Eyrco are an Avaya Sapphire partner and the only Avaya partner in Ireland with the Avaya Partner in Customer Excellence Award.   As an Avaya partner, we have credentialed staff who are qualified to design, sell, or support Avaya solutions.

Our Partner Mitel

Eyrco are a Mitel Certified Partner.  Mitel (formerly Aastra) is dedicated to business communications and offers one of the most complete portfolios of telephony and unified communications solutions individually tailored to satisfy customers’ requirements.  Eyrco can provide unrivalled technical implementation support and training.

Our Partner Liquid Voice

Eyrco are a Platinum Partner and the exclusive reseller for Liquid Voice in Ireland.  Platinum Partner Status means that Liquid Voice has recognised our ability to implement and support Liquid Voice’s comprehensive range of customer interaction analysis and improvement solutions to the highest possible standards.

Our Partner NICE

Eyrco are a NICE Gold Business Partner. Through a well-defined collaborative framework, the NICE Business Partner Program aligns and supports both commercial achievement and certification in selling and supporting specific NICE offerings.

Our Partner Verint

Eyrco are a Verint Premier Business Partner. Verint solutions capture and analyse complex, under used information sources, such as voice, video and unstructured text, to help customers make informed and effective business decisions. Verint’s services combined with Eyrco’s know-how provide expert guidance and robust implementations for customers to maximize the value of their Verint investments