Fault Handling Policy

This document details the fault reporting arrangements for Fenix solutions .Service faults are handled through Fenix Solutions Support Desks. The Support Desks cover all products and services within Voice, Mobile, IT and Data.

Voice Support Desk

Tel: 02890400400

Mailbox: 

The Voice Support Desk is in operation from 09:00 to 17:00 Monday to Friday. If your query falls outside of working hours, your call will be diverted to the ‘On Call Support Desk’.

Urgent Faults

Urgent faults should be reported by telephone via the Fenix Solutions Support Desk on 02890400400. Reporting a fault by telephone allows the Support Team to carry out an analysis and capture necessary information at the initial stage. Upon logging a fault you will be allocated a Fault Reference Number which will be used for all subsequent enquiries and tracking. Any supporting evidence should also be emailed to engineers@fenixsolutions.net, along with your Reference Number.

Non Urgent Faults

Less urgent faults should be emailed to the info@fenixsolutions.net mailbox. You should detail your name, company, contact information and a summary of the fault in question alongside any supporting evidence. This mailbox is only covered during normal working hours.


Mobile Support Desk

Tel: 0289400400

Mailbox: info@fenixsolutions.net

The Mobile Support Desk is in operation from 09:00 to 17:00 Monday to Friday. To report a fault please email engineers@fenixsolutions.net and provide a brief description of the issue eg whether the fault is related to a handset or network. You will be contacted by the Support Team to discuss your fault.


IT Support Desk

Tel: 02890400400 

Mailbox: engineers@fenixsolutions.net

To report an IT fault, a ticket must be raised via the fault logging system in the first instance. To do this, please email engineers@fenixsolutions.net. In the subject line of the email provide a brief description of the issue. In the body of the email, write a more thorough description of the issue including who is affected, what error messages are appearing and any other relevant detail. Please note, IT support is only available for customers with an IT support agreement. If you are interested in using Focus for IT support, please send an enquiry to engineers@fenixsolutions.net. If the nature of the fault means that an email cannot be raised, please call 02890400400.

The IT Support Desk is in operation from 09:00 to 17:00 Monday to Friday. If your query falls outside of working hours, you will receive a reply email containing the out of hours support number


Data Support Desk

Tel:02890400400

Mailbox:engineers@fenixsolutions.net

The Data Support Desk is in operation from 09:00 to 17:00 Monday to Friday. If your query falls outside of working hours, your call will be diverted to the ‘On Call Support Desk’.

Urgent Faults

Urgent faults should be reported by telephone via the Focus Group Support Desk on 02890400400. Reporting a fault by telephone allows the Support Team to carry out an analysis and capture necessary information at the initial stage. Upon logging a fault you will be allocated a Fault Reference Number which will be used for all subsequent enquiries and tracking. Any supporting evidence should also be emailed to engineers@fenixsolutions.net, along with your Reference Number.

Non Urgent Faults

Less urgent faults should be emailed to the info@fenixsolutions.net mailbox. You should detail your name, company, contact information and a summary of the fault in question alongside any supporting evidence. This mailbox is only covered during normal working hours.

Call Us: 02890 400 400 

www.fenixsolutions.net

support@fenixsolutions.net