How Quickly Can You Respond to Emergencies?

Emergencies are handled as our highest priority. Our SLA commits to responding within 2 hours, and critical issues are picked up first. A critical issue, such as the whole office being unable to work, jumps to the front of the queue and is worked on until service is restored.

What counts as an emergency

• No one can access email, files or a key business system
• Your internet connection or phone system is down for the whole site
• A suspected cyber attack, ransomware or compromised email account
• A server or critical line-of-business application has failed

How to report an emergency

Please phone us on 01444 871 200 rather than emailing, so an engineer can start straight away. Our support desk is open 8am to 6pm, Monday to Friday. If you have out-of-hours cover in your agreement, use the number provided for that service.

What happens next

1. We confirm the impact and start work remotely, which fixes most issues quickly.
2. If a site visit is needed, we arrange an engineer.
3. For security incidents, we contain the threat first, for example by locking accounts or isolating devices, then investigate.
4. We keep you updated until it is resolved, then explain the cause and how to stop it happening again.

Because we monitor your systems proactively, many problems are spotted and fixed before they become emergencies. Find out more about our managed IT support and cyber security services.