IT support for existing clients
A fault, a change, a question you would rather ask than guess at. Whatever it is, raise it here and it goes to a person, not a queue.
IT support · During the support hours in your agreement
Office hours · Mon–Fri · 9am – 5pm
What can we help with?
Tell us what you need. If something is not behaving, what you expected instead and when it started both save us a round trip. If it is a change or a question, just say so. Once you have your reference you can reply to the email with photos or documents and they land on the ticket.
Check your ticket status
Start with an email address listed on the ticket, then the reference from your confirmation email. We send a code to that address before showing you anything: a reference is a label rather than a password, and an email address is not much better.
Priorities and target responses
A target response is how long it should take us to read the ticket and reply during the support hours in your agreement. It is not a guaranteed response or a resolution time.
Critical
Target: 15 minutesWidespread business outage or suspected material security incident.
High
Target: 35 minutesMaterial degradation affecting several staff or a critical function.
Normal
Target: 1 hourSingle-user issue or routine service request.
Planned
Target: Mutually scheduledNew equipment, project, change or advisory request.
Response targets are targets only, not guarantees. Resolution times depend on diagnosis, your cooperation, third-party suppliers, parts, access and the complexity of the issue.
Pick the example that best matches what is happening. We can move the ticket if another priority fits better.
Buy a block of hours
Blocks of hours are bought up front and drawn down as work happens, so a small job does not need a quote and a purchase order before anyone can start on it. Rates are set per client, so ask us for the one that applies to you.
5 hours
Ask for a rateThe larger the block, the lower the hourly rate. Tell us roughly what you have coming up and we can help choose the useful size.
10 hours
Ask for a rateThe larger the block, the lower the hourly rate. Tell us roughly what you have coming up and we can help choose the useful size.
15 hours
Ask for a rateThe larger the block, the lower the hourly rate. Tell us roughly what you have coming up and we can help choose the useful size.
Hours you do not use roll over to the next month. They expire three months after you buy them, so a block is worth sizing to the work you can see rather than the work you might have.
Ask us for a rate, or raise a ticket above and say how many hours you are after. The rate and purchase options appear in your account once they are set.
What IT support covers
- Your accepted agreement, service schedule, quote or Order Form says what is included.
- Access to a system, knowledge of it or holding its credentials does not by itself put that system in scope.
- Projects, after-hours work, third-party remediation and work outside the agreed services may be quoted separately.
Three answers that get you a faster one from us
Only worth reading if something is not working as it should. None of them are a brush-off, and none of them are a condition of raising a ticket. Each one answers a question we would otherwise have to come back to you for, which is a round trip you would rather not wait through.
Try a hard refresh
If a page looks out of date, this is worth ten seconds before anything else. It settles more tickets than any other single thing.
Is it everyone, or one person?
For email especially. The answer changes where we look first, and it is usually quicker for you to check than for us to ask.
Is it you, or the whole site?
Same reason. A second device or a phone off the office wifi answers it in a moment.
Tell us what’s happening anyway
This form is for existing clients. If you’re not one and something has gone wrong, get in touch and tell us what’s happening. We take on emergency work when we have room for it.
