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Email or online ticketing support
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Yes, at extra cost
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Support response times
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We can provide ad-hoc or full end-to-end support as per your required SLAs.
We can provide on-site support 5 days a week, as well as fully remote or hybrid.
Our core service hours are 08:00 to 18:00, Monday to Friday, excluding English Bank holidays.
We can provide weekend and out-of-hours support where required.
We can also provide 24x7 support, which can be shaped to meet your business needs and demands.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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We have undertaken structured web chat testing with a range of assistive technology users to ensure an inclusive and accessible support experience. Testing has included users of screen readers, screen magnifiers, speech‑to‑text tools, and keyboard‑only navigation. Sessions focused on validating that all chat interactions could be initiated, navigated and completed without barriers.
Feedback from users informed several improvements, including clearer focus indicators, enhanced keyboard shortcuts, more descriptive system alerts, and optimisation of live‑region updates to avoid excessive screen reader verbosity. This iterative approach ensures our web chat solution remains fully usable for people with a wide range of access needs.
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Support levels
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We provide three structured IT support levels to meet varying organisational needs. Level 1 (Standard Support) is our standard support service, offering an email ticketing service. Level 2 (Enhanced Support) includes reduced SLAs, and a self-service portal for raising tickets. Level 3 (Premium Support) includes further reduced SLAs, and a web chat and telephone support ticketing service. In all our service levels, 24/7 coverage can be arranged, as well as priority response, and strategic service reviews. Enhanced and Premium tiers include access to a dedicated Technical Account Manager, supported by senior cloud and infrastructure engineers for escalations and complex environments.
Our SLAs are as follows:
Service Hours: 08:00- 18:00 Monday to Friday, excluding UK Public Holidays.
Service Availability: Standard 99.5%, Enhanced 99.7%, Premium 99.9%.
SLA: Standard Response Target: P1–1 hrs, P2–1 hrs, P3–1 hrs, P4–1 hrs.
SLA: Standard Resolution Target: P1–4 hrs, P2–16 hrs, P3–10 b’days, P4–20 b’days.
SLA: Enhanced Response Target: P1–45 mins, P2–45 mins, P3–45 mins, P4–45 mins.
SLA: Enhanced Resolution Target: P1–2 hrs, P2–8 hrs, P3–5 b’days, P4–10 b’days.
SLA: Premium Response Target: P2 –30 mins, P2–30 mins, P3–30 mins, P4–30 mins.
SLA: Premium Resolution Target: P1–1 hrs, P2–4 hrs, P3–2 b’days, P4–5 b’days.
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AI chatbot
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No