Support
Something broken?
Start here.
For existing clients. Any of the three routes below reaches us — use whichever is quickest for you. If the whole site is down, phone rather than email.
Log a call
Three ways to reach us.
What to include. Four details turn a two-day back-and-forth into a same-session fix.
Who and where. The person affected and which site or office they are at.
What you were doing. The exact step where it fails, not just "it is broken".
The error, word for word. A photo or screenshot of the message is ideal.
How many people. One person or the whole office changes how we prioritise it.
Priority
How we decide
what comes first.
Not everything can be urgent. We assess each call against how much of the business is stopped, and work down from there. Your service agreement sets the response targets that go with each level.
| Critical | A site or a core system is down and nobody can work. No internet at a branch, the server is offline, email is dead for everyone, a suspected security incident. Phone us. |
|---|---|
| High | A team or a business-critical function is blocked. Dispatch cannot print, the production terminal will not connect, a department has lost access to its files. |
| Normal | One person is blocked, or something works but badly. A laptop that will not connect to Wi-Fi, an application error, a mailbox behaving oddly. |
| Scheduled | New starters, equipment requests, moves, planned changes and anything with a date attached. Give us as much notice as you can and it will be ready on the day. |
Before you call
Four things worth
trying first.
Not an attempt to avoid your call. These genuinely resolve a good share of what gets logged, and they take about two minutes.
-
01
Restart properly
Choose Restart, not Shut down. On Windows, shutting down leaves parts of the system in place, so a restart is the one that actually clears the problem. Give it the full cycle before testing again.
-
02
Check whether it is only you
Ask the person next to you to try the same thing. One machine and the whole office are completely different problems, and knowing which it is saves us the first twenty minutes.
-
03
Check the physical layer
Power light on the router and switch, network cable clicked in at both ends, monitor on the right input. Load-shedding leaves equipment in odd states surprisingly often.
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04
Photograph the error
Before you close the message, take a picture of it. Error text is the fastest route to a diagnosis, and "it said something about a certificate" is not error text.
If you suspect a security incident — a suspicious email that someone clicked, a payment request with changed banking details, files that have suddenly become unreadable — phone us immediately and do not switch the machine off. Leave it powered on and disconnected from the network if you can.
Not a client yet
Next step
Tell us what you need.
A paragraph is enough to start. We come back with what we would do, what it would cost and how long it would take.