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Hardware Maintenance at Telappliant

Hardware Maintenance Support at Telappliant

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Introduction:  The ICC Group started supporting Telappliant at the beginning of 2021.  This stemmed from a previous relationship between Account Manager and customer.   Based upon our varied portfolio, we were able to offer multiple IT services that were of immediate interest to Telappliant such as hardware maintenance support, ITAD and hardware supply.  In building a good, strong relationship with Telappliant, we have formed a trusted partnership to help achieve their technology objectives.

Service Solution Provided: Hardware maintenance, product supply and ITAD

ICC Representative: Claire Johnson, Account Manager

The Challenge

Prior to engaging with ICC, Telappliant had a requirement for a reliable partner to provide hardware maintenance and remote hands in one consolidated place.  Previous providers were very “corporate”, Telappliant are still at a size where they like agile, flexible UK based partners.  ICC proved a good fit for their requirements and demonstrated a good understanding of the challenges they face.  Telappliant chose to engage with ICC to secure good account management and to ensure reliable support when things go wrong.

The Solution

  • Token Support
    • 2-year term
    • Engineer resource only for their remote sites across the UK (co-ordinating engineer with required spares provided by Telappliant)
    • Delivering against a 4-hour response SLA
  • Hardware Maintenance
    • 1 year term
    • Parts and engineering maintenance of Dell infrastructure located in London
    • 4-hour response 24×7
    • Quarterly service reviews to be completed
  • Refurbished Hardware Supply
    • HPE server of specific required specification
    • Built by The ICC technical team
    • 12-month maintenance included
  • ITAD is a consideration at a future date
ICC have a very personable approach and are a reliable partner for hardware maintenance and remote hands in one consolidated place. It is fantastic to have an account manager with one point of contact that we can trust to help us when things go wrong. ICC have an extensive portfolio of IT services that are flexible to fit exactly what we need, now and in the future. I would highly recommend engaging in a support partnership with ICC. Patrick Kernaghan, Head of Infrastructure and Information Security, April 2021

The Result

Consolidating the remote hands and hardware maintenance has been a big help to Telappliant.  ICC supplied a refurbished HPE server which was built in-house and configured to their specifications.  This proved to be very good value compared to new, and although they are typically a Dell house, it was a great benefit and the purchase included 12-months maintenance support.

What makes ICC stand out to Telappliant?

  • Trusted relationship through personable and dedicated account management
  • Reliable, flexible, UK based partnership offering IT lifecycle solutions
  • Multi-vendor hardware maintenance engineering expertise
  • 24×7 technical support and flexible SLAs
  • Supply of new technology


Telappliant is an award-winning VoIP and cloud communications provider.  They help small and medium-sized businesses grow with a range of simple-to-use business phone systems, connectivity solutions, cloud and managed services.

Telappliant owns one of the largest VoIP networks in the UK and they target a number of customer segments through their diverse portfolio of compelling products and services. With customers ranging from small businesses to blue chip companies, Telappliant has what it takes to deliver the most feature rich, highly advanced internet telephony solutions available.  As a founding Internet Telephony Services Providers Association (ITSPA) member they are able to deliver integrated end-to-end solutions as well as offering high quality business support and dedicated, focused account management.

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