CUSTOMER SUPPORT

Access to your existing support tickets, as well as the option to log a new support ticket, should be completed via:

https://nhd.hbp-group.co.uk/portal/

Tickets can also be raised, screenshots taken and the Customer Portal accessed via the icon that appears in your system tray in the bottom right of your PC. This can be accessed by clicking the upwards arrow, followed by The HBP Group logo icon.

Alternatively, tickets can be raised using the relevant phone numbers or email addresses on this page. All tickets will be accessible via the above URL which can also be accessed via the system tray icon which we install on each device we support.

Any changes required to your system, either relating to the system set up itself or relating to user access, must be logged via https://nhd.hbp-group.co.uk/portal/ or by email (using the relevant email address on this page).

Any password changes will be confirmed via a phone call and will be sent in an encrypted email.

Any major system changes will be discussed over the phone with the relevant contact(s) within the organisation involved.

We will only make changes to your system with the approval of the confirmed security contact(s) within your organisation.

Incidents stem from a single unplanned event that causes a service disruption. Think of them as requests within your established environment when something is not working.

Examples: Emails not sending, your mouse is broken, a software program not working or reporting a minor IT issue

Service Requests are modifications that introduce something new to your IT infrastructure. Think of them as requesting something in addition to what you already had in place.

Examples: Requesting a new keyboard, mouse, webcam, the installation of new software, new users or new passwords.

If either of these requests are deemed as "change requests", our Customer Experience Team will ensure that we highlight any potential risks associated with the changes. Our Third Line Customer Experience team will peer-review them internally before seeking your final approval and sign off before the works are carried out.

To empower you to resolve non-urgent issues independently, we encourage users to utilise the portal, enabling efficient tracking and updates on open tickets. 

Ease of use: Submitting a ticket couldn't be simpler. Choose either "Something Broken?" (incident) or "Need Something New?" (service request).

Tracking: We encourage all users to utilise the portal for logging non-urgent issues, enabling efficient tracking and updates on open tickets. 

Making Updates: Our highly skilled team prioritise your ticket to ensure that it is treated with the level of priority which is required, but you can make changes here.

Resources: We have improved the end-user experience and introduced a wide range of helpful resources that cover all of the most
commonly asked questions. 

We have made it simpler than ever to log support tickets and put the power in our customer’s hands; allowing you to submit and monitor all of your tickets online. You can log tickets by either: submitting a ticket on our self-service portal where you can monitor its progress, emailing our IT Service Desk or reach them via telephone in an IT emergency.

Our IT Service Desk. But you can have your say. Log your non-emergency ticket via email or our customer portal and tell us the impact and urgency of the issue. We then use this information to determine the priority level and we categorise the ticket. You can also request the priority to be increased should you wish (but please note P1’s are reserved for business critical issues). This ensures we see to all tickets in good time depending on their priority level, in line with our SLAs.

No. Quite the opposite in the most important cases. It means when you experience a significant IT issue, we can respond faster. And for those occasions where you do not require an immediate response to a non-emergency, we still have stringent SLAs in place that we aim to meet or exceed, so your issue will always be resolved in good time.

Don’t worry, our experts are still available over the phone for those IT emergencies which require immediate attention – if there is a complete business down situation or a major component of your ability to operate is affected, it will be categorised as P1 or P2 respectively. Your urgent issues receive immediate attention and swift resolution, ensuring minimal disruption to your operations.

No. If you have a 24/7 out-of-hours support contract with us, it will work exactly the way it always has. Meaning, if you contact us outside of our usual operating hours, our processes and SLAs remain the same. Because of the nature of these calls, they are typically categorised as P1 or P2 and dealt with accordingly.