Portal offers a full range of maintenance support agreements to suit the specific individual requirements of your organisation.

Portal can offer this service 24 hours a day, 7 days a week, 365 days of the year; so you will always be able to reach us in the unlikely event of a problem. 

In addition to a range of off-the-shelf packages that suit most businesses, we also offer customised service packages for businesses with very specific or demanding requirements.  

All our standard service packages include:

  • Faulty hardware replacement and repair 
  • Troubleshooting onsite/remote fixes  
  • Technical helpdesk access  
  • Guaranteed response times in accordance with your service level agreement
  • Software updates 
  • Dedicated account management


Support Options   Standard Cover Executive Cover Emergency Cover Bespoke Cover
Coverage Days Monday - Friday Monday - Sunday 365 days Agreed to suit your individual requirements.
Hours 09:00 - 17:00 09:00 - 17:00 24/7
Bank Holidays Excluded Excluded Excluded
Response (working hours) Major System 4 hours 4 hours 4 hours
Part System 9 hours 9 hours 9 hours
Handset/User 16 hours 16 hours 16 hours


How do we provide support to your organisation?

Customers can log a fault with our dedicated service team either by phone or email.  Over 70% of our support team have been with Portal for over 10 years, enabling us to provide high quality and effective support. In addition, this stability helps to build an excellent rapport and long term relationship with our customers.

We believe the most effective support is provided by a team that acts as a single point of contact for fault logging, voice and data diagnostics and all fault rectification.  This level of co-ordination enables our customers to be kept informed and thus remain confident that Portal is project managing and resolving all issues. Ultimately, this approach will save you time, money and much frustration.

Portals technical team will use remote diagnostic, line testing equipment and/or in-house lab facilities in the first instance in order to diagnose and remedy a fault.  If remote fault resolution is not possible, our own qualified engineers will attend the customers site. 

In order to ensure our technical staff are kept fully up to speed with our customers voice and data hardware, most equipment Portal has supplied is also installed in our technical facility. This facility can also help us reproduce and resolve technical problems on a system which is not “live”.

Where other hardware or software suppliers are disputing where a problem lies, then Portal are prepared (by prior agreement) to work with the suppliers to reach a swift and effective resolution.

In order to minimise fault resolution times, Portal carry approximately £150,000 worth of stock to resource our customers.


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Telephone Maintenance

Should you want an alternative service cover for your existing telephone system please contact us and we will discuss your requirements and provide a detailed proposal.

Systems serviced by Portal Voice and Data: