UI Centric offers a professional and customer centric Application Support Service Desk solution, which is designed to meet your own requirements and objectives. All the support is dealt with in-house, by our own dedicated support team and the service is aligned to the ITIL framework, so you can be confident knowing that we meet industry standard best practice to deliver benefits, return on investment and sustained success for the entirety of the service management lifecycle.

Using our ITSM Application, we design and build a Support Portal which you have access to, in order to view outstanding incidents, create new tickets and access your own application knowledge base. This can be branded with your own company name and logo.

Monitored email support between 9am and 10PM
We are monitoring our email support account, support@uicentric.com between the hours of 9am and 10pm. Tickets can be created outside of these times via email and we action within the next business hour.

Live Chat with a Service Desk agent between 9am and 10PM
Using Zopim Chat which is built in to your support portal, you are able to seek advice, chase up an existing ticket or raise a new ticket.

Telephone support between 9am and 10PM
We have a dedicated Support Phone number which is available between 9am and 10pm. A knowledgeable and highly qualified support analyst is able to deal you with your enquiry.

24×7 Ability incident Logging
You are able to log incidents with the service desk via email or your online portal 24×7. You are then contacted within 1 business hour from the time we receive the incident. Please note that our business hours are between 9am and 6pm.

Dedicated Service manager
You are given a dedicated service manager whom is always on hand to answer any support questions that you may have, enquires regarding SLA levels, or anything thing else which you may need to discuss. Your service manager is your first point of call regarding any escalations.



Bespoke Service Level Agreements
We work with you to choose an SLA which suits your business needs. Using our product matrix, we are confident that we are able to work with you in choosing the correct services that you require. Should you ever want to add or change a solution, you can discuss this with your service manager.

Best in class ITIL framework
UI Centric Service Support model has been built on the ‘Best in Class’ ITIL Framework. We are ITIL certified as is our ITSM application for Service Support.

Safe Data
All of your data is held in the cloud and can be accessed from anywhere in the world. The safety of this data meets the ISO27001 standard.

Monthly meaningful service reports and data analysis
On a monthly basis, at a time and date which is good for you, you are able to sit down with your service manager who produces meaningful reports, trends, areas of concern and any service improvements.

Performance reviews
On a monthly basis, your service manager produces a report on how many incidents were raised, services used/un-used and customer satisfaction so that we can ensure that you are on the correct price plan. If you are underutilising, we can lower the agreement price at any time.

Flexible pricing structure
Because we work with you to determine which services are right for your business and we base our prices on the number of incidents raised over a monthly period, we are able to offer you a very competitive rate.

You are able to purchase maintenance hours in blocks of 5, 10 and 15 hours, discounted against our standard rate for use in a monthly period, guaranteeing that one of our highly skilled developers, set aside time to be dedicated to your application for remedial or upgrading work.

Being a global leader in UX Design and development, and with a team boasting qualifications in HTML/5, PHP, C#, C++, XAML, Java, JavaScript, Objective C, ASP.NET, AJAX, SQL, MySQL, Silverlight, Flash / Flex, and more, we have the knowledge and experience to remedy any issue which may arise. Whether we designed your application, or if we just took over the support of an existing app, our developers spend time getting to know the coding in your application and to understand the objectives.

For enterprise end users, we can offer a training package to meet your requirements and in a language which your end users understand. We work with you in advance to create a bespoke training package. We also offer training so that your technical teams is able to then give their own training to end users or a more in-depth technical training package – again, we work with you to decide the right solution.

We are able to offer a service whereby we monitor all the email feedback and enquires regarding your bespoke application whether it’s on Android, Apple’s IOS or Microsoft. We work proactively with you so that you can ensure a high quality customer service and we highlight any major issues or complaints to you immediately.

On a monthly basis, your service manager produces a report on all the comments which have been left. This highlights any complaints and trends in comments. From the information which we collate, your service manager and our development team are able to give you any recommendations on application service enhancements.

Your service manager and UI Centric’s development team work with you to create an objective testing process. We are able to provide dedicated and highly experienced professionals to carry out regular checks depending on your requirements and our recommendation. We report back this information as soon as it’s complete and your service manager contacts you by telephone to make you aware of any problems that have been identified.

• Daily morning and/or evening checks
• Weekly regression testing
• Monthly regression testing
• Monthly reporting of the service
• Produce recommendations for improvement

Following the identification of an important update needing to be made, and the work being completed by our development team we are able to deploy the updates on your behalf, or transfer the data to you via a secure method.

• Release of upgrades to source code
• Releases to fixes in source code
• Release notes produced with every code release
• Monthly report on all updates

Available to discuss any issues or service improvements
By purchasing any of our support products, you are allocated a dedicated support manager who is able to help you with any queries you may have regarding your account and is with you every step of the way. Your support manager is also be your first point of contact for any escalations.

Produce monthly reporting as per Service Level Agreement
On a monthly basis your support manager provides you with various meaningful statistics regarding the service that you have received during the previous month. These include all reports, which have been agreed as per the service level agreement. This information is sent to you 2 days before the meeting, giving you time to read the information and prepare any questions that you may have.

ITIL and Industry Certified
Your service manager is ITIL certified and certified with all major hardware and software vendors.

Utilising our own systems, we are able to produce backups of your source code enabling you to quickly recover and adhere to your business continuity plan. We are also able to produce weekly or daily back up depending upon your requirements.

Whether or not your application was designed by UI Centric, we are able to provide a bespoke support service which is tailored to your business requirements.

• Support of current 3rd party bespoke applications
• Full review of existing application
• Recommendation of code enhancements
• Upgrades to coding and monthly maintenance
• Available for Commercial Web, Tablet or mobile devices
• Available for enterprise applications