Support
Help from people who know your systems
No anonymous queues. Here is how to get help, how we prioritise it, and the policies that govern our service.
Getting help
How to reach us
Your named engineer
Managed clients reach their engineer directly through your agreed channel — email, portal or chat.
Emergency line
Critical, something-is-down situations get the fastest route. Existing clients use their priority channel.
General enquiries
Not a client yet, or have a question? Contact us and a real engineer will reply.
How we prioritise
Severity levels
P1
Critical — service down, data at risk, or a security incident
Fastest response, all hands
P2
High — major degradation or a serious risk
Rapid response within SLA
P3
Moderate — limited impact, a single non-critical issue
Handled within the working day on most tiers
P4
Low — a request, question, or cosmetic issue
Scheduled into normal work
Exact response and resolution targets per tier are on our SLA page.
Policies