Delivery
Service
Ultra operates a 24x7x365 Global Incident and Management function, acting as the first and single point of contact for the reporting and progression of all incidents, service requests, and changes.
The Incident Management Team cover the 24x7x365 via a shift pattern, making sure that we always have someone available for our customers to contact if they need to. This team is backed up by further teams of specialist engineers available during the UK working day, and also on a rota to cover out-of-hours incidents.
The UK based Service Team uses ITIL based processes, which are regularly audited against the ISO20001 standard, as well as ISO27001 for information security, ensuring that a quality service is always provided.
In 2015, our support team progressed and closed out over 16,000 tickets and completed over 1,200 changes from our global customer base of over 150 airports and over 100 airlines.
"Ultra has been extremely accommodating and turnaround times are fantastic. Issues are dealt with in record time and we can always rely on their services. The management and technicians are well knowledgeable of their product and have been able to resolve matters efficiently and effectively."
Airport Services Manager, Qatar Airways
"Congratulations and thank you! I just came from our bi monthly airline committee meeting. The airlines were extraordinarily complimentary of the work that you folks are doing, they acknowledge that the system is working very well. Between the local team and all of the people providing remote support out of the US and the UK, I would be hard pressed to find anything to improve on the results you produced. I would also like to thank the dedicated folks on the ultra help desk. It is a great comfort to know we have people such as yourselves supporting our systems here. You all do a great job of being available and doing what it takes to get the job done. You do great work. It is noticed and appreciated. You guys are an outstanding team."
Chief Technology Officer, John Wayne International Airport