Support Promise

Our Promise to you

At NetEDI we believe in making commitments that are of value to you, and that you can trust. We want you to be assured that you are in safe hands and that we care about you and your business.

We make 5 promises to you outlined below. There are, of course, still lots for us to do. As we continue to listen and learn from customers, we’re sure our charter will continue to adapt and grow.

Our support promise

We promise to always champion you the customer and your needs. We will always provide you with at least one solution or course of action to help you resolve your issue. We will treat you with courtesy and patience, whilst taking ownership of any support requests raised from start-to-finish, keeping you up-to-date with our progress as we go.

Care for our customers

We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible.

Security and Privacy

We take security very seriously here at NetEDI making sure that we deliver safe and secure solutions to our customers.

  • All your personal information is held in accordance with the Data Protection Act 1998.
  • NetEDI takes information security very seriously and as such implements both electronic and physical security measures to ensure that high levels of security are enforced at all times.
Reliability and Stability

We strive to offer a fully reliable and robust service, whilst making sure our Cloud Platform is set up to provide a stable environment for all our customers.

Our state of the art Data Centre ensures high levels of uptime, for these services we offer the following SLA:

  • NeTIX Platform: 99.997%
  • NeGRID: 99.997%
Working with integrity

We want to make doing business with us the easiest experience it can be, with this in mind we pledge to be fully transparent in the way we manage your account; this includes...

  • We will provide clear and concise communication of any technical issues which might affect your service.
  • In the event of a more widespread issue which might affect your services, we promise to keep you in the loop, providing you with timely, relevant and appropriate updates and any resolutions where applicable.
  • We will provide notification of any planned maintenance, and how it might affect you well in advance, with a minimum of 72 hours’ notice for all scheduled maintenance.
  • To help you manage your upcoming bills, we will send advance email notifications of any upcoming annual payments 30 days in advance

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