Support
Need a hand? Start here.
For existing clients. Pick whichever suits what is going on, and you will get a person who already knows your setup.
Which one
Use the right one and it moves faster.
None of these are wrong, and nothing gets ignored whichever you pick. This is just the order that gets it sorted soonest.
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Something is down
A server, your internet, your email, or anything stopping people working.
Ring us. A form is the wrong tool when the office has stopped.
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A request or a question
New starter, a licence, access to something, software behaving oddly.
Log it in the portal. It gets a number you can follow rather than sitting in an inbox.
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Something can wait
A change to plan, a quote, anything with no deadline attached.
Email is fine, and it lands in the same place.
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Out of hours
Overnight, weekends, public holidays.
Monitoring and the cyber security team do not stop, so a critical alert gets dealt with that night. Anything else you log after hours is picked up the next business day.
Before you send it
Four things that save a round trip.
None of this is required and you should never sit on a problem trying to gather it. It just means the first reply is a fix rather than a question.
- Which machine or which person it is happening to
- What you were doing when it started
- The exact words of any error message, a photo of the screen is perfect
- Whether it affects one person or everybody
Not a client yet
This page is for people we already look after.
If you are not with us and something has gone wrong, ring anyway. We will tell you honestly whether it is something we can help with today, and what it would cost.
We get back to you within one business hour, Mon to Fri
Looking to move provider? See what an agreement covers or start with a Security Snapshot.