Standard Support

  • Remote Support
  • Mon – Fri 8am-6pm
  • Online Ticketing Portal
  • Reduced on-site call out charge

Enhanced Support

  • Remote Support
  • Mon – Friday 8am-6pm
  • Online Ticketing Portal
  • Further reduced on-site call out charge
  • Server Support & Patch Management
  • Dedicated Direct Dial

Our support SLAs are outlined below:

  1. We will do our best to answer and fix all calls at the first point of contact.
  2. Any missed called will be returned within one working hour.
  3. If a call is received and not deemed ‘urgent’ you may be asked to email at busy times.
  4. All incidents are dealt with based on our engineers rating of Low, Medium or High
  5. All requests will be dealt with within 2 working days although we will always aim for this to be faster.
  6. If an emergency call-out is required (high priority incidents) then this will happen within 4 hours of discovering the need to attend site.
  7. If a customer requests an engineer within 4 hours for a non-emergency incident (Low or Medium), this will be charged at emergency rate.

Low graded incidents are defined as: An incident that effects a user from working but there are adequate work arounds in place that will allow that user to work almost as normal.

Low graded incidents will be:

  1. Dealt with within 2 working days

Medium incidents are defined as: An incident that is stopping a single or low amount of users from working.

Medium incidents will be:

  1. Dealt with within 1 working day

High priority incidents are defined as: incidents that have a detrimental effect on the business and are causing all or most of the users to stop working.

High Priority Incidents will be:

  1. Dealt with within 4 working hours.