The Ademco Support Promise
Support you can actually get hold of.
Poor support is the most common reason businesses leave their telecoms provider. Here's what we commit to instead.
Our commitments
Six things you can hold us to.
These aren't service level guarantees dressed up in legal language — they're the standard we run the business to.
A real person, quickly
When you call Ademco you speak to someone who knows your account — not an automated menu.
A named point of contact
You'll always know who looks after your business and how to reach them directly.
Same working day response
We aim to respond to every support enquiry on the same working day it's raised.
We own the problem
If a fault sits with a supplier, we chase it. You shouldn't have to manage your provider's provider.
Clear updates
Honest progress updates in plain English, including when we don't yet have an answer.
No pressure, ever
Advice first. We'd rather keep a customer for years than push a sale today.
Being straight with you
What we won't promise.
Some things depend on third-party networks, and we won't pretend otherwise.
- We can't control Openreach or network repair times — but we will chase them, keep you updated and help you work around an outage where possible.
- We won't quote a saving before we've seen your actual costs. Any figures shown by our online tools are indicative only.
- We won't recommend a change just to make a sale. If your current setup is right for you, we'll say so.
Support that answers the phone.
If your current provider is hard to reach when something goes wrong, it may be worth a conversation.