About Us, Our Team & Our MissionThe Cloud Simplified, an Xperience Group business, is a world-class, industry leading cloud computing platform providing a range of public and private cloud computing solutions from two high performance, high availability cloud computing platforms located in London and Belfast.
Xperience Group is a Northern Ireland based IT solutions provider established in 1969, with over 45 years of experience in the field. Over the years Xperience has grown and now has offices across the UK: in Lisburn, Belfast, Glasgow and Peterborough. Xperience is comprised of two core specialist ICT technology units encompassing IT Infrastructure, including cloud, and business management applications, including accounting, enterprise resource planning (ERP) & customer relationship management (CRM).
If you need sales, accounts or technical support, The Cloud Simplified operate a 24/7/365 support helpdesk which can be found at https://portal.thecloudsimplified.com, in addition we offer a Monday-Friday (09:00-17:00) live chat service, to start a chat, click the button on the bottom right hand side of your screen. If you need to report abuse on our network, please contact firstname.lastname@example.org.
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ISO 27001:2013 Certification
RIPE NCC Member
The Cloud Simplified is a member of RIPE, one of five Regional Internet Registries (RIRs) which provides Internet resource allocations, registration services and coordination activities that support the operation of the Internet globally. As of April 2014, The Cloud Simplified has been a RIPE member for nine years and controls over 19,000 Public IPv4 addresses and millions of IPv6 addresses.
ISO 27001:2013 Certification
ISO/IEC 27001:2013 (ISO 27001) is the international standard that describes best practice for an information security management system (ISMS). Accredited certification to ISO 27001 demonstrates that an organisation is following international information security best practices. The Cloud Simplified is committed to implementing a robust information security management framework, to ensure the confidentiality, integrity and availability of data as information is vital to the success of The Cloud Simplified and its customers. Click here to view our Information Security Policy.
The Channel Partner status is an exclusive merit which is only provided to UK domain registrars offering a premium service and meet the highest criteria required by Nominet regulations. By achieving this, Xperience has demonstrated exceptional standards of data quality and service commitment to its customers.As an accredited Nominet Partner, Xperience can now provide .uk domains directly from Nominet. This will cut out third party involvement and ultimately reduce the time needed to set up .uk domains for its customers.
Set up to operate .uk (including .co.uk, org.uk, .me.uk and others), Nominet also runs the Welsh Top Level Domains (TLDs) .cymru and .wales and provide registry services for over 30 gTLDs. Over 3 million businesses, and millions more consumers, rely on our Nominet domain registry services every minute of every day.
That’s what we do. The Cloud Simplified provide excellent cloud solutions to those who need them. Our skills, in these areas, have been honed and our proposition to you is one of superior ability to deliver your project objectives and ongoing support.
Our Complaints Handling Procedures
Xperience are committed to providing high-quality services to all our clients. When something goes wrong, we need you to tell us about it so we can help put it right. If you have a complaint, you’ll find contact details for the department managers within the Xperience Helpdesk Welcome Pack under ‘Management Escalations Path’. When we receive your complaint, we’ll process it in line with our complaints handling procedure to ensure that we deal with the matter as quickly and efficiently as possible. If however you’re not entirely satisfied about how your complaint has been handled or the outcome, please contact Richard Kennedy (Head of Engineering & Cloud Computing) by email (email@example.com) or by phone (02892 677533).
Receive & Classify – We’ll capture the information that you’ve sent to us, review it and where necessary, escalate it to the right person. For non-critical complaints, we aim to respond to you within 2 working days and for critical issues, we’ aim to respond within 1 working day.
Acknowledge & Investigate – We’ll be in contact with you to confirm receipt of your complaint and to seek more information where required. Whilst it may take us additional time to investigate your issue when we have the information that we need, we’ll do our best to resolve any issues and to address any concerns that you might have when we first make contact. If that’s not possible, we’ll start investigating your complaint in further detail.
Resolve & Confirm – We’ll work extremely hard to resolve your complaint. If it’s something that we can’t easily address, we’ll inform you of the actions that need to be carried out, the associated timelines and involve other members of our management team where required. Once the matter has been resolved, we’ll be in touch to confirm that you’re happy with the outcome.
Our Technical Support ProceduresLevel 1 Support Team – When a support incident is raised, initial support is provided by our front line technical support team (Level 1) who will log and document the issue on our systems, categorise the incident based on its impact and send out the initial acknowledgement to the end user to confirm that the case has been raised. This process typically takes 10-15 minutes. Following that our engineers will investigate the issue for up to 60 minutes. Depending on the impact of the incident, a call may at this stage be escalated directly to our level 2 or level 3 technical support teams.
Level 2 Support Team – The level 2 technical team, is made up of individuals who possess a minimum of 3 years’ experience in two or more key technologies, enabling them to perform more general in-depth troubleshooting and problem analysis. The level 2 support engineers assist the frontline team to resolve minor issues whilst also managing and troubleshooting more complicated and high impact situations. When an incident is passed to the level 2 technical team, progress updates are communicated back to the customer via email and/or a telephone call, typically within 24 hours of the case being escalated for further investigation.
If an onsite visit is required to resolve an issue, the level of the engineer attending site will be determined by the severity and complexity of the incident and the level of experience required. The customer will always be aware and must agree to the time and date of the visit.
Level 3 Support Team – The level 3 technical team, the highest level of support available, is made up of highly skilled engineers who specialise in a wide range of technologies. These engineers are experts in their field and are responsible for resolving the most critical and highest impacting incidents whilst supporting the level 1 and level 2 teams. This team will typically respond within 24 hours of an incident being escalated.
General Notes – Unless by prior agreement, in the event that a customer cannot be contacted by the technical support team on three occasions, a final email or telephone call will be made to confirm that the support case will be closed within 24 hours. In the event of a critical component failure, such as a server, firewall or network switch, faults will be prioritised and immediately escalated to the level 2 or level 3 support team who will provide a response within 2 hours.