The Neuways Customer Portal – Evolving Your Experience
Did you know that as part of your Neuways MSP, you have access to your entire managed service landscape with our bespoke customer portal?
We’re passionate about customer service, which is what sets us apart from other MSPs. As part of our drive to evolve the customer experience, the Neuways Customer Portal offers live ticket tracking, a library of your business’ IT configurations, and tailored reports on our performance against service level agreements.
Live ticket tracking
It doesn’t matter which MSP plan you’re on with Neuways – our customer portal allows you to create tickets which are submitted instantly to our service help desk. If your phone line goes down, or it is simply more convenient to log a ticket online, this can be a great option.
You are also able to review incidents through our live ticketing system. Our technicians will add updates to the tickets they are working on, keeping you informed on the status of your tickets and projects as they progress towards resolution. Once tickets are successfully resolved, their status is set as ‘closed’ and filtered into your ticketing database.
Library of Configurations
The library of configurations displays information on every single managed server or device in your business, including the manufacturer, model number, and serial number. This allows you to see a full list of your inventory at a glance, all in one place.
Monthly executive report
Our customer portal produces monthly management summaries tailored to your managed service. This includes, amongst other things, an assessment of your overall network health, service request statistics, and ongoing business continuity figures.
Service request report
Our customer portal can also display month-to-view service request reports for the current and previous year. This allows you to establish trends across a wider period, identifying where and when service requests spike, and where they’re less prevalent.
Support agreement and related SLA performance
Review your support agreement details and view our performance against those commitments. Our transparency demonstrates the confidence we have in our ability to meet your needs. Our customer portal gives historic ticketing details, outlining our response and fix times versus quoted targets.
Support agreement history is displayed in a clear-and-concise manner. Through the portal, you can view your Neuways-supplied products, including your projected expiry date, product cost, and billing frequency. This helps with IT strategising and planning, enabling you to budget for your IT accordingly. Also available is an anti-virus report, outlining the number of threats prevented.