We are closely monitoring the Government advice on the Coronavirus (COVID-19) pandemic and have continued to implement our business continuity plan.
Following the advice to work from home where possible, we have now set our team up for secure remote working.
We have built all of our systems around secure cloud platforms and will continue to support your business during this period. However, we are implementing some changes to our support procedures to improve work-flow and maintain our service levels, despite reduced functionality. We will continue to monitor our process as the situation changes.
Our Phone Lines
Our phone lines are remaining open however, only for urgent or business critical issues at this time.
Business Critical (High/Urgent Priority) issues
By telephone 01625 613 633
Standard (Normal/Low Priority) requests
Raised via email to [email protected]
These will be dealt with when a support representative is available we are no longer working to an SLA for non-urgent requests during the COVID-19 Pandemic.
Please note: This line is manned as triage and business critical issues will be passed immediately onto a member of the support team.
Remote Working Requests
New remote working requests should be made by appointment only, email or phone requests are not being taken due to the high volume of calls during this initial period.
This is also to ensure the Helpdesk does not become overloaded and that you have a guaranteed time slot with an available member of the Helpdesk team. Missed appointments will need to be re-booked.
It is also vital when you contact us that you provide your best contact number; normally this is a mobile.
Working From Home Advice
We’ve put together a couple of articles to help you prepare, if you have any specific requirements, or you’re still unsure, please contact our helpdesk ([email protected] or 01625 613 633)
Support Incident Definitions
A critical business service is non-operational, impacting the client organisation, multiple users or multiple sites; or severe functional error or degradation of service affecting production, demanding immediate attention.
Business risk is high, with immediate financial, legal or reputational impact.
The client is experiencing failure or performance degradation that severely impairs operation of a critical business service; or the client or service has been affected, although a workaround may exist; or Application functionality is lost; or significant number of users or major site is affected.
Business risk is high.
The client is experiencing a problem that causes moderate business impact. The impact is limited to a user or a small site; or incident has moderate, not widespread impact; or the client or IT service may not have been affected.
Business risk is minimal
Standard service request (e.g. User Guidance, break-fix support); or updating documentation.
Low or Minor localised impact.