Learn more about NetSupport Business Continuity
Frequently Asked Questions
Do you have existing customers and can you provide us with testimonials?
Yes, we have a number of customers who have been with us for some time. You will find some testimonials on the Resources page of our website. If you require more specific contact details, please let us know.
Have any of your customers either conducted a controlled test with you or had a genuine disaster at their premises?
Yes! We have had a real invocation where the Centre was used in real time for four consecutive days. The telecoms and internet connectivity have also been tested in a live situation. Fortunately, most of our other customers have not had any disasters, but they have all conducted controlled tests where staff have been shipped in to test our facilities and the company’s invocation procedures.
Do you have all the computers for your workplace recovery service actually installed and operational, so we can be confident you will be ready for us within four hours?
Yes. All of the seats advertised exist permanently and are operational. You are welcome to arrange a visit to see our facilities and the equipment present.
Some companies advertise that they have hundreds of seats, yet none of them actually exist. How do we know you have what you say you are offering?
Remember, NetSupport BC has been operational since 2003 and we already have a number of high profile customers. We invite you to come along and see our facilities for yourself.
Does the specification of your generator match with what is being offered (i.e. for computers, lighting, servers and A/C etc.) and are they on backup power?
Absolutely. We operate dual backup generators that power all dependent systems.
As a rule of thumb, allowing for a PC, monitor, surrounding A/C and lighting, you can normally calculate on 1Kva per workspace. So, if a company has 1,000 PCs and a 500Kva generator, you can be fairly certain you will be working in darkness!
What is your external connection for our network? Is it a single connection and what redundancy do you have in place?
We offer two separate connections, split between connectivity to POPs in Peterborough and Bourne, terminating at different routers to provide better redundancy.
What site security is offered and can we see it?
You are welcome to arrange a visit to see all our facilities. Our site security includes the latest high definition CCTV and Access Control systems; sensors covering the whole site; fences on all boundaries; plus 24-hour on-site security guards.
Are the services and specifications you advertise actually implemented or are these simply your future plans?
Everything we advertise to our customers is implemented, tested and available for use right now.
We have to make sure we conduct "due diligence". Can we see your last audited accounts so we know that you will be viable for the duration of the contract?
Absolutely. NetSupport Group accounts are available to view on request.
You offer phones for all the workstations. Are they fully equipped display phones and does your system support queue management and so on?
Our system is specified to meet the needs of the customer with the most demanding environment, i.e. a call centre.
What ratio of phone lines to seats do you offer? If we invoke as a result of a disaster, we expect the call volumes to be very high with our revised workforce.
We run at a ratio of 1.2 incoming lines per workstation. This allows for inbound queues and overflow.
What is your client ratio?
Our client ratio is 10 to 1. The normal ratio that most providers work to is around 20 to 1. With us, your risk of the recovery centre being oversold is very low.
What local amenities are there near the recovery site?
There is a Tesco supermarket and a selection of cafes and pubs, along with a local chemist and doctor’s surgery. Peterborough train station is only 20 minutes away by taxi and there are good bus routes from Peterborough, Stamford, Bourne and Spalding.
Who can I contact to discuss domain names?
If you have a domain registered with us, please feel free to email us on, [email protected] to discuss any changes. To purchase domain names, you must confirm that you are aware of, and accept in full the current Nominet terms and conditions, http://www.nominet.uk/go/terms
Any communications regarding a domain names will be acknowledged within 48 hours.
To contact us for any domain name related queries you may have, including complaints and instances of domain name abuse, phishing, spam. Please email us at [email protected]. You should expect to receive a response within a few hours and no more than 5 working days. Escalation outside the 5 days period is reported to senior management who monitor and respond to all escalated incidents affecting customers as soon as possible.