Frequently Asked Questions

What level of engineers does Smartpac have?

Smartpac has built up a team of highly skilled engineers with many years experience in their area of speciality. Engineers hold industry accreditations from the major manufacturers including Cisco (CCVP, CCNP, CCNA, CCIE), HP, Force10 and Juniper.

Does Smartpac hold spares?

Yes it holds and owns millions of dollars worth of spares within strategic parts locations throughout the UK, Europe, N. America, S.Africa and parts of Asia.

What happens when I call the helpdesk?

Call the helpdesk and they will take details, an overview of the fault and raise a service request. An engineer then contacts you to troubleshoot the fault and if hardware replacement is required arranges for the replacement equipment to be shipped to your location. If your contract includes the engineer onsite option, an engineer will be dispatched to attend your location and replace the faulty equipment.

I have various support contracts directly with the manufacturers - I would like to have one contract for all my equipment with Smartpac but the contracts end at different times, is that a problem?

Don't worry, Smartpac Support has been designed to put you, the customer, in control and we can bring together multiple disparate contracts into a single agreement. This means that you can plan your IT budgets as you know exactly when your contract expires. It also provides you with a single contact number for the support of equipment from different manufacturers, which means that you always know who to call in a crisis.