Thank You For Requesting Support

This page explains how we prioritise tickets and the timescales you should expect to experience.

If you have a problem that is preventing the whole business from working, please call support immediately on 01158220200 so we can prioritise.


Once we have gathered all your details, we then assess the priority of your request based on how much it affects your organisation.

We do this using a Priority Matrix.  Priority is based on 2 Factors: –

Severity – this is roughly how many people are affected in your business, e.g.

Impact – this roughly relates to how disruptive the incident is, e.g.

We then apply our priority matrix as follows:

The priority assigned dictates the amount of time we give ourselves to deal with your incident or request.

Examples of what would constitute a priority at each level below

Priority 1 – nobody can send or receive emails (everyone is affected, and a major business process is stopped)

Priority 2 – Internet access for the whole business seems slower than usual (everyone is affected, and efficiency is degraded)

Priority 3 – After the web browser has been upgraded for the company some of the shortcuts have disappeared (everyone is affected but there is an easy workaround)

Priority 4 – Your computer is slow starting up in the morning, but everybody else is fine (your efficiency is lower but you’re the only person affected)

Priority 5 – Someone is missing the shortcut everyone has to a shared folder, though they can save files to it by manually navigating to the folder (there’s a straightforward workaround, and only one person is affected)

Our Response, Plan and Resolve times are outlined below. It is worth noting that these are minimum service levels.

RMM means Remote Monitoring Management, this is where we get a system generated alert.

The clock will count down whenever the ticket is with our engineer. The clock stops whilst we await response from either yourselves or a third party, such as a software or broadband provider.

Change Management

Changes include setting up new users, installing new software and updating existing software, installing new printers or working on anything else that’s not broken!

This work is scheduled in to engineers’ diaries and you’ll be informed when it is due to happen. We’ll try to schedule shutdowns and reboots at times that suit you and avoid disruption as much as possible. Most minor changes will be carried out the same day however we do ask you to provide a minimum of 7 days’ notice wherever possible.

Whilst we’ll always try and accommodate last minute changes this is not always possible.

Service Goals

Whilst we will provide SLA’s as part of our agreements, these reflect our minimum service level. Internally we set service goals, these are the stretching service targets we set our Service Desk Staff. We are happy to share these with you.

What if we don’t meet our targets?

We monitor every single ticket against our SLA’s so we know when we drop below our own very high standards.

We also send a Client Satisfaction Survey after every ticket is resolved giving you the chance to tell us when things have taken too long.

In some cases it is simply not possible to solve an extremely complex issue within the SLA’s times. Large scale hardware failures, cyber attacks, or power outages can cause significant issues which require site visits or involvement from multiple engineers. Such incidents are few and far between but if you experience one we will keep you constantly updated on expected timescales wherever possible. It often requires diagnostics to be carried out before we can give any type of estimated timescale. Rest assured we will be working extremely hard to get you back up and running as soon as we possibly can.

Our aims are simple: maximum up-time, minimal disruption, exemplary communication.

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