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Support Services

 

Why Cherry & White?

When operating a business-critical network it’s essential that assistance is available when your network requires it. Supporting critical infrastructure networks for over 26 years, we have extensive knowledge and experience dealing with real-world, service-impacting faults.

Our team is crucial for the support of thousands of devices on multiple critical infrastructure networks across the UK. We utilise the close-knit relations we have developed over the years with our partners, enabling us to provide high-quality support and training across a broad range of OEM’s.

We also offer an advanced replacement service, with the capacity for spares and repairs to be held on next-day delivery service from our Gloucestershire-based warehouse, allowing you to mitigate risk through the utilisation of a robust replacement supply chain.

Remote Support

  • 8×5 Remote Hardware Support: Remote hardware support 08:30-17:00 Monday to Friday.
  • 24×7 Remote Hardware Support: Remote hardware support 24hrs a day, inclusive of weekends/Bank/Public holidays.
  • 8×5 Remote Technical Support: Remote technical support during working hours 08:30-17:00 Monday to Friday.
  • 24×7 Remote Technical Support: Remote technical support 24hrs a day, inclusive of weekends/Bank/Public holidays.
  • Remote Network Monitoring: Remote network monitoring utilising 1st line through to 4th line NOC engineers to proactively and reactively monitor and manage networks.
  • Remote Access Hosting: In-house lab facility with the scope for network replication, customer remote hosting and testing, allowing for 24/7 remote access to a sandbox environment.

 

 

Field Service

  • 8×5 Onsite Support: An extended engineering resource during regular working hours.
  • 24×7 Onsite Support: Engineering resources for any OOH (Out of Hours) work.
  • Field Service Surveys: On-site field services to support our customers in their milestone planning.
  • Field Service Install: Site install engineering resources during regular hours and OOH (Out of Hours).
  • Field Service Commissioning: Site commissioning service during regular working hours and OOH (Out of Hours).
  • Field Service Testing/Fault Resolution: Site testing and fault rectification service during regular working hours and OOH (Out of Hours).
  • Emergency Onsite Support: The reassurance that our engineering resources are available in an emergency.

Hardware Support

  • AMR: Advanced Modular Replacement to be utilised from customer owned spares and held with us.
  • RMA: Repair Material Authorisation, provides our customers with an initial resolution, followed by successful repair/replacement of equipment and return to spares holding to service future faults.
  • Stock Control: As a service offering, we hold spare stock in relation to consumable, passive and power parts.
  • Test and Repair: As a service offering to the AMR, RMA and hardware spares management services, our technicians have the facility to effectively test and repair timeously.
  • Spares Management: We have the facility to store, manage and regularly test required deployable hardware.
  • Hardware Procurement: We have the ability to procure any hardware to meet network design requirements.

 

 

Consultancy

  • Hardware Consultancy: Our hardware consultancy service covers all enquiries relating to required hardware, functions, sustainability and future proofing.
  • Network Design Consultancy: Network design consultancy service which covers all enquiries relating to required network functions, sustainability and future proofing, whether this is an integration with an existing network or the design of a new one.
  • Network Build/Hardware Procurement: We offer a network build service which covers the full build, from hardware procurement to network configuration and go-live.
  • Project Management/Coordination: An ongoing project management solution to manage the entire project from end to end.
  • Training: We offer full training on the products and systems utilised in any of our solutions.

Lab Facilities

 

 

 

  • In-House Test Laboratory: Scope for network replication.
  • Always-On: 24/7 remote access to network testing.
  • Sandbox Environment: Enabling you to test fault resolutions without risking service on a live network.
  • Seamless Deployment: Roll out a new network that has been tested.

 

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