Being London based, Spitfire’s head office is located in zone 2 inner London, conveniently located between Stockwell and Oval Tube stations. Spitfire Support serves all our customers, right across the UK. Normal opening hours are 8am to 8pm, however 24/7 support is provided on most services.
30 second call answering
We regularly review all our call answering statistics to ensure we meet our performance targets, one of which includes a maximum 30 second call answering target. We understand the frustration caused by long wait times and are proud of our proven record for low call answering times – currently averaging between 5-7 seconds.
First Contact Fix
We understand the customer frustration when dealing with multiple support agents, or where the person you speak to does not have the knowledge or ability to progress your support request satisfactorily, so we have designed our support operation with the concept of First Contact Fix.
Our philosophy is one of continued development and improvement. We employ a number of Quality Assurance systems and techniques and our internal operating systems remain flexible to the constant changes in the telecoms market. This commitment is underlined by our credit backed SLAs.
Having problems with your Spitfire service?
If you are an existing Spitfire customer experiencing problems with your service, our award-winning customer support team will have you quickly back up to full speed.
You can contact the team if you wish to speak to someone directly, or you can log a fault online and one of our engineers will be in touch as soon as possible.
In this section of the website, you will also find details of our service level agreements and terms and conditions – giving you a clear understanding of the premium service you can expect from us.