State of the Art Technology

CD On Demand
All Transaction One e-commerce implementations run on multiple Sun servers, each with multiple processors, power supplies and network connections and RAID5 storage. Each server is fully replicated with hot standby servers in situ to preserve service in the event of a major hardware failure.

All production and standby servers are located in a professional third party datacentre in London (Redbus Interhouse). This facility is a high security hosting facility with full fire protection and backup power and data feeds. The facility is carrier independent enabling T1 to source network bandwidth from multiple network operators and deliver the highest level of responsiveness to European online customers.

Logistics

T1 fulfils physical orders through an 18,000 square foot, purpose built distribution centre, fully networked to T1 via fibre links and receiving all T1 orders in real time. This facility ships over 1 million items per year. All orders are picked and packed within half an hour of release ready for despatch with delivery notes and customs documents produced automatically. In addition, carrier labels are automatically generated upon picking and all carrier tracking data is recorded and passed to the carriers own tracking systems via electronic interchanges.

For European shipments T1 partners with Securicor Omega Express – now part of Deutsche Post - and offers customers a choice of delivery options ranging from next day a.m. delivery in the UK to overnight/next day elsewhere in Europe.

Support Call Centre
All Customer service enquires, are handled by the T1 Technical support team based in London, England. This team is responsible for dealing with all pre and post sales queries, download and transactional issues. The team currently offers telephone and email support in the following languages:

• English
• French
• German

All calls taken are logged and give a unique call reference, once logged; their progress is monitored in a call queuing system. There is an escalation system in place for the management of all calls to ensure that all calls are dealt with rapidly and to the satisfaction of the customer.

All calls are grouped and categorised for analysis. Call statistics are constantly reviewed and analysed for potential site improvements. Reports are readily available.

Customer Assistance Facilities
On-line FAQ
The support team is responsible for the on-going maintenance of a proficient FAQ system, which is used both internally and is deployed to all of our sites to further assist End Users. The FAQ information is monitored and updated on a regular basis by the support Team.

On-line Support Phone Numbers & Email
All T1 sites offer UK based support phone numbers and e-mail addresses for all end user purchasing support. For post sale product support, the vendors email address and support phone numbers are presented in the order confirmation emails, for all products purchased.

Shipment of Goods and Order Tracking
Once physical goods have been despatched from our warehouse, the customer receives confirmation by email. This includes a tracking URL - this enables the user to track the shipment of their goods using the carriers own tracking facilities. The URL automatically loads the carriers tracking web pages, with the customer details already completed.
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