Customer Support

Ways to Contact Us

Ways to Contact Us

Our Service Desk and Network Operations Centre are both located in our premises in Belfast, equipped with the knowledge and skill to deal with your requirements – first time, every time.

 

How can I Reach the Service Team?
Your one-stop service desk can be reached on 028 9000 2153 or at servicedesk@eirni.co.uk.

Our service desk is office-based Monday to Friday 0800-1800.  Outside of these hours, this number will divert to on-call engineers.  If your network is managed by us, all alerts are sent to on-call engineers out of hours and each alert is responded to & investigated.

How can I Request a Change to my Service?
You can submit a change request to changes@eirni.co.uk.  All logged changes are tracked and reported on our service management toolset and follow an ITIL-based change management process.

I have a General Enquiry and  I’m not sure who to speak to?
You can call us on 028 9000 2100 or Freephone 0800 039 2000 with any general or new business enquiry.  Any queries can also be emailed to enquires@eirni.co.uk or by completing our online enquiry form.

I have some feedback I’d like to give, who should I contact?

Feedback can be sent to feedback@eirni.co.uk.  A member of the service team will be in contact with you to follow up accordingly.

How do I log a complaint for action?

You can log a complaint by phone or email or, if you have a named service manager, you can log your complaint directly with them
Phone: 02890002153
Email: complaints@eirni.co.uk

Please provide us with the following details to ensure an efficient course of action:

  • Company Name
  • Contact email and phone number
  • Contract details
  • Brief description of the complaint along with any specific data (times/dates)

All complaints received will be logged into our Service Management Toolset, assigned a ticket number and generate an alert to the management team.

Acknowledgement:  Complaints will be acknowledged within 2 hours of receipt .

Status Updates:   In the case of a complaint requiring service resolution, we will provide status updates daily (at a minimum).

Resolution:  We will endeavour to resolve complaints within 5 working days of receipt.

Escalation: Complaints which have not been resolved within 4 working days will automatically escalate to the Senior Management Team for review and response.

Auditing: Complaint reports will be reviewed by the Senior Management Team on a bi-weekly basis. and regular auditing of the complaints system  will be carried out.

How do I opt-out of your marketing communications?

If you do not wish to receive further marketing communications from us, please email us at optout@eirni.co.uk and your email address will be removed from our marketing database.  You will no longer receive our quarterly e-zine, event invitations or announcements about our products or services.  However, you will continue to receive any important service updates from our service desk and network operations teams.