How quickly we respond depends on how much the problem is stopping you working.
- Priority 1: your business can’t work (no email, no internet, a server down): within 2 hours. Please call us on 0204 502 1288 for these.
- Priority 2: one person can’t work, or something important is slow: within 4 business hours.
- Priority 3: a request or question (a new user, a software install): by the next business day.
Business hours are Monday to Friday, 9am to 5:30pm. On the Remote + On-Site plan, an engineer comes on site within 4 business hours when needed, and priority 1 issues are covered out of hours too.
Help us help you faster
When you raise a request, say who’s affected, what you see (a screenshot helps), and when it started.