Emergency 24/7 IT Support – Available When You Need It Most
We understand that not all IT emergencies happen during business hours. That’s why we’ve extended our out-of-hours support to be available 24/7 — including evenings, weekends, and bank holidays.
Whether it’s a critical system outage, security incident, or major disruption, our emergency support service ensures you have access to expert help whenever the unexpected happens.
This service is available to all clients on a pay-as-you-go basis. Please review the FAQs below to understand how it works, what’s covered, and how to get help in a true emergency.
FREQUENTLY ASKED QUESTIONS
Emergency 24/7 Support from Your IT
What has changed?
To ensure seamless IT support coverage outside our business hours, Your IT Department has partnered with UpTime Global, a 24/7 Managed Services Provider, to handle emergency calls out of hours.
Now, emergency support is available 24 hours a day, 7 days a week, including bank holidays.
Is Emergency 24/7 Support included in my current contract?
Emergency 24/7 support is not included as standard. This extension is available on a pay-as-you-go basis for existing clients and does not change your contracted service levels or included hours.
Who can access Emergency 24/7 Support?
Any existing client can access it, provided they are happy to pay for support delivered outside of their contracted hours. No pre-registration is required — simply follow the access process detailed below.
How do I access support out of hours?
Between 1830 and 0700 all incoming calls to the Your IT Department main number are automatically diverted to UpTime Global.
What kind of issues can I use Emergency 24/7 Support for?
Due to the additional charges Emergency 24/7 Support should only be used for critical or high-severity issues — for example, system-wide outages, security incidents, or urgent access issues affecting business operations. Routine requests or low-priority tasks should wait until business hours. Should you wish to have access to non-emergency support outside hours please talk to us about a 24/7 IT Support Plan.
Is there a charge for using Emergency 24/7 Support?
Yes. All work carried out outside of your standard support hours is subject to additional charges. This includes time spent investigating, escalating, or resolving your issue. The rate is £157.50 per hour.
Will you now be able to offer 24/7 IT Support Plans?
Yes. We’ll be offering a range of optional 24/7 support plans to provide guaranteed access and predictable costs. Should you wish to explore these options please contact us.
Who delivers the out-of-hours support?
We work with a trusted support partner called UpTime Global to deliver 24/7 coverage. All cases are tracked and recorded through our usual systems, and any follow-up or remedial work (if needed) will be managed by our team during normal hours — or can be carried out sooner, subject to approval and charges.
Do I need to do anything now?
No immediate action is required. You’re now able to access extended out-of-hours emergency support if needed. If you’d like to explore details of the 24/7 support plans please contact your Account Manager.