Support
We don't run the help desk - your delivery partner does, and they're the first call when something's broken, slow or blocking work. If you can't reach them, or they're not responding the way they should, tell us here and we'll help you sort it.
Out of hours
Out of hours, contact whoever your partner has agreed with you for emergencies - that arrangement should already be written down. Messages sent to us outside 8am-6pm are picked up the next working morning.
What good support looks like
This is what to expect from your delivery partner, and what's worth holding them to. Priority should be about impact on the business, not who shouts loudest.
P1
Ask for: Immediate
Everyone is down
Whole site, key system or security incident. This is what a partner should be dropping everything for.
P2
Ask for: Same working day
A team is blocked
A group can't do their core work, or a critical app is unavailable to several people.
P3
Ask for: 1-2 working days
One person blocked
Someone can't work, but there's no wider impact and no workaround in place.
P4
Ask for: A few working days
Requests and questions
New accounts, kit, access changes, how-to questions and small tweaks.
What helps us look into 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
- What you've already asked your partner, and when
Not a partner problem?
Billing, licences, contracts or a piece of work you're planning are better handled as a general enquiry.
Send a general enquiry