Our Helpdesk operational hours are:

Mon-Fri, 9am-5:30pm (excluding UK Public Holidays)

We are a Shared Services business model. It means you’re sharing our whole team with the rest of our clients.

Whilst this is good as you don’t have to invest huge amounts of money and time to build out and manage your own internal IT team, it means that we can’t offer immediate support for you for 100% of the time (we wish we could, but that would mean a substantial cost to you).

However, we know that one of the easiest ways to make you happy is to provide FAST and RELIABLE support when you need it most.

So, to keep things fair, we categorise all issues into Priorities and work them in that order. This means that when you have a Critical issue – we can work on it SUPER quick (by taking a little longer to work on your lower priority tasks)

Here’s the times we aim for in each Priority, along with some simple examples:

Priority 1
Business risk is high, with immediate financial, legal or reputational impact
A Critical business service is non-operational impacting the customer organisation, multiple users or multiple sites; or Severe functional error or degradation of service affecting production, demanding immediate attention.
Response Time: 2hrs
Aim to Respond Within: 15 Minutes

Priority 2
Business risk is high
Application functionality is lost; or significant number of users or a major site is affected.
Response Time: 4hrs
Aim to Respond Within: 30 minutes

Priority 3
Business risk is low
Impact is limited to a small number of users; or incident has moderate, or isolated impact.
Response Time: 8hrs
Aim to Respond within: 2hrs

Priority 4
Low or Minor localised impact
Service request; Change request; New User Setup; Enquiry
Response Time: 16hrs
Aim to Respond within: 8hrs

Support types explained

We offer different types of support – please refer to your contract to check which type of support you qualify for. At minimum, most customers qualify for Remote Support. Local Support and On-site Support are usually optional extras that need to be purchased separately.

Remote Support
We will provide support on any of the cloud services we provide, either over the phone or via remote connection.

Local Support
We will provide support on any of the cloud services we provide, along with the physical infrastructure you have onsite, such as laptops, workstations, printers, scanners etc. 

On-site Support (can be chargeable)
We will physically come out to your premises to fix a problem that could not be fixed remotely.