Our technical support service give you access to our highly trained technicians from 9am to 5pm Monday to Friday all year excluding Christmas and Bank Holidays.
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Support Level Agreement
Urgent issues (business critical)
Urgent issues will be responded to within the hour and hopefully resolved the same day depending on the complexity of the issue. If the problem is due to a malfunctioning product and requires a resolution from one of our Vendor Partners the time to fix may increase. The majority of issues logged with us can be resolved by our support team and Vendors only need to get involved if a patch is required from them directly.
In some cases, diagnostic information will need to be provided and sent to the Vendor in these circumstances we will monitor the case through to resolution for you.
Non-Urgent issues such as configuration or product upgrade questions will have a 3 day SLA - the case can be logged immediately and will be responded to within 3 days. We will answer your question as thoroughly as possible and can provide assistance remotely via GoTo Assist. Quick questions will be queued in order of receipt and answered as soon as possible. Most questions are answered the same day, often within the hour, depending on case load.