LevelUp Networks is committed to providing managed IT and technology services that consistently meet our clients’ needs and expectations. Our Quality Management System (QMS) is certified to ISO 9001 and underpins how we plan, deliver, measure and improve our services.
1. Our approach to quality
For us, quality means reliable, secure and responsive services, delivered by people who understand our clients’ businesses. We aim to be a technology partner that organisations can depend on, not just a supplier that fixes problems.
2. Our commitments
LevelUp Networks is committed to:
- understanding the needs and expectations of our clients and other interested parties, and reflecting them in the services we provide;
- delivering services in line with agreed scopes, service levels and response targets;
- complying with applicable legal, regulatory and contractual requirements;
- setting measurable quality objectives and reviewing our performance against them;
- using a risk-based approach to planning, so that risks and opportunities are identified and addressed early;
- investing in the skills, training and wellbeing of our people;
- selecting and managing suppliers and partners who support our standards; and
- continually improving the effectiveness of our QMS and services.
3. How we put this into practice
- Structured onboarding: every new client starts with discovery, documentation and an agreed service scope.
- Defined processes: documented processes for incident, request, change and problem management, so service is consistent regardless of who handles a request.
- Clear priorities and targets: requests are prioritised by business impact and worked to agreed first-response and resolution targets.
- Measurement and reporting: we monitor service desk performance, client satisfaction and recurring issues, and share relevant reporting with clients.
- Regular reviews: account management and technology reviews help us align our services with each client’s goals.
- Listening to feedback: compliments, concerns and complaints are recorded, investigated and used to improve.
- Audits: internal audits and independent certification audits check that our QMS works as intended.
4. Integration with information security
Our QMS operates alongside our ISO/IEC 27001-certified Information Security Management System, described in our Information Security Policy. Together they make sure that the services we deliver are not only consistent and well managed, but also secure.
5. Responsibilities
The directors are accountable for the effectiveness of the QMS and for making sure this policy is communicated, understood and applied throughout the organisation. Every member of our team is responsible for the quality of their own work and for identifying opportunities to improve.
6. Review
This policy is reviewed at least once a year as part of our management review, and is approved by the directors of LevelUp Networks Ltd. It is available to clients and other interested parties on request and on our website.