Emergency IT Response
Our Monitor and Protect IT Support Package includes a Guaranteed Emergency Response for our clients.
Each client has an IT Support Contract which is supported by a Service Level Agreement (SLA). Within this SLA, we outline our guaranteed response time limits for contact, reactive response and on site response in the event of an urgent issue or an emergency either in or out of standard working hours. If you would like any further details on these response times, please get in touch and we will be happy to answer questions relating to your specific company.
Emergency & Urgent Support FAQs
Yes, please do call us and if we can help then we certainly will. Unfortunately we would not be able to offer any guaranteed timescales in this instance.
Emergency generally means that a number of your company employees are unable to do their jobs, such as if a server had failed.
Urgent would be more like they could only do part of their jobs or a smaller number of employees were affected, for example a network issue in only one part of the office.
Either of these scenarios however should be reported immediately by telephone including out of standard working hours.
Call us to report your emergency – if we don’t answer, please leave a message with your company name, your name, your phone number and details of the issue. We will call you back to discuss how to proceed asap.
Call us on 0333 335 0373 – If it is out of hours, please leave a message stating your name, telephone number & the nature of the issue, we will call you back.