Support
Something broken, slow or blocking work? Log it here and it gets a reference, a priority and an owner. If it's stopping people working, phone us - that's always faster than typing it out.
Out of hours
Tickets raised outside 8am-6pm are picked up the next working morning unless you're on a cover arrangement that says otherwise. If it can't wait, phone the number above and follow the prompts.
How we prioritise
Priority is about impact on the business, not who shouts loudest. Here's the honest version of how the queue works.
P1
Response target: 15 minutes
Everyone is down
Whole site, key system or security incident. Picked up immediately and worked until it's resolved.
P2
Response target: 1 working hour
A team is blocked
A group can't do their core work, or a critical app is unavailable to several people.
P3
Response target: 4 working hours
One person blocked
Someone can't work, but there's no wider impact and no workaround in place.
P4
Response target: 1 working day
Requests and questions
New accounts, kit, access changes, how-to questions and small tweaks.
What helps us fix it faster
- What you were doing when it went wrong, and roughly when it started
- The exact wording of any error message - a screenshot is ideal
- Whether it's just you or others too, and whether it worked yesterday
- Anything that changed recently: new kit, a move, an update, a new starter
Not a support issue?
Billing, licences, contracts or a piece of work you're planning are better handled as a general enquiry.
Send a general enquiry