We achieve high standards by sticking religiously to our tried and tested ticketing system.
We ask our customers to help us maintain those standards by following this procedure:-


*** How to get your IT issue dealt with as quickly as possible.***

There are 3 types of support issue:-

Emergency Support is required where critical problems effect Multiple Users. Eg. Server Down, Internet Down… These are issues which absolutely must be dealt with within 1-8 working hours. Currently we are addressing 100% of Emergency Support Requests within 4 hours.

Standard Support is required where problems are important and need attention, but are not immediately critical to the organisation. These problems effect individuals or small groups of individuals and will be dealt with at the earliest opportunity, usually within 16 working hours.

Planned Works are where upgrades to existing systems, new systems, new devices installation etc. These will be arranged in advance, and will not usually be carried out on the same day. It is therefore important to advise of planned works, with as much notice as possible.

Requesting Support:-

Call 0871 200 0004 and press 1 for Technical Support
OR enter the job request directly onto the system at the customer login area.

· State if the job is EMERGENCY, STANDARD, OR PLANNED as defined above.

· Obtain a job reference number, to ensure your request has been received and logged.

Important Notes:-

Please do not call engineers on mobile phones or email engineers directly when requesting support. It is likely your request will be missed if you do this.

The Helpdesk must reserve the right to postpone Planned Works at any time, in the event of Emergency Helpdesk Support being required at your site, or another site.