How can we help you?
We strive to make support as easy and well organised as possible for you.Please use the following contact information for technical support requests only.
Existing clients ONLY – Submit a Support Request
This support portal is intentionally off-network and should be used to report all issues using the ‘Submit a Support request’ link above.
Please provide as much information as possible. You will be invited to assign a priority to the issue and we ask that you adhere to the categories described.
Once your ticket is submitted, our response will depend on the severity of your issue.
The Help Desk’s hours of operation are from 9am to 6pm Monday to Friday GMT – on holidays and weekends we respond to urgent requests depending on your Service Level Agreement.
(Urgent) issues will result in a pager message to available engineers 24×7 and be available in our support system.
(High) issues will result in a pager message to available engineers outside of office hours and be available in our support system.
(Normal) issues will be available in our support system and during office hours will be attended to by duty staff and escalated as appropriate.