Support
Log Fault
Telephone Support Customers may call 020 7501 3030 during Spitfire Working Hours, Monday to Friday between 08:00-20:00 (excluding public holidays). Out of Hours, qualifying customers should call the same number and follow the instructions. When raising a support case the Support Technician will provide a Case Reference. E-mail Support Customers may E-mail a detailed description […]
Support Contact Details
To discuss taking out a maintenance or support contract with Spitfire:
Terms and Conditions
Terms & Conditions To view our terms and conditions of supply, please select from the links below. SLA Addendum – Spitfire Hosted PBX v2.1 SLA Addendum – Spitfire FTTC Ethernet Ethernet Proactive Monitoring Datasheet Guidance on WLR post-installation appointment problems Terms and Conditions: Door Phones Important information relating to engineer visits to end […]
SLAs
Spitfire’s Service Level Agreements To provide a first-class service to our customers, we have Service Level Agreements against a number of our products and services. These SLAs set out the contractual service that we supply, covering fault repair times, performance of circuits and service credits. It is important that you have the […]
Complaint and Dispute Resolution
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. Registering a complaint If you […]
Videos
Spitfire has been providing business internet and telecoms services from our central London offices for more than 25 years. With an emphasis on engineering skills and customer service, we aim to build long-term business relationships with our clients – delivering innovative, award-winning solutions and significant cost savings.
Knowledge Base
General: Telephony User Manuals Phone System Time Changes Hosted Mail Configuration Glossary FAQs DSL Service Regrade and Migration Info C-Panel Webhosting user guide IP Circuit Connection Information: Ethernet Circuit Information DSL Information Sheet DSL/Broadband Service Regrades/Migrations FTTP Information Sheet Spitfire Speed Test Other: White Papers Avaya IP Office Licensing Changes (10 June 2019) Digest
Support & Maintenance
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Telephone Support
Call 020 7501 3030 during Spitfire Support Working Hours. We aim to answer 95% of calls within 1 minute. Customers with out-of-hours cover should call the same number and follow the instructions.
Email Support
Customers may E-mail a detailed description of their issue, including any applicable product or account identifiers, to Spitfire Support. Spitfire aims to process Emails received Monday to Friday between 08:00-19:30 within 30 minutes of receipt (excluding public holidays). For all new requests customers should await a reply or confirmation of their Case Reference.