Helpdesk Availability

The support team is available during our office hours of 08:00 to 18:00 Monday to Friday (excluding UK public holidays). Outside of these hours an On-Call Engineer is available to diagnose and resolve any service affecting outages. Contact details are described below.
LAUNCH HELPDESK

Support Process

Requests can be received by either email or telephone during office hours. All support calls received are logged to our Helpdesk system which is maintained to ensure that all calls are dealt with promptly and are assigned to the person with the relevant expertise. Outside of office hours, customers should telephone either of our Helpdesk numbers (as below) for any service affecting issues as these will be directed to the On-Call Engineer.

Telephone Requests

During office hours, a call is received on either of our Helpdesk numbers (0844 700 2759 or 0844 478 0274). The call is answered by a member of the support team and details of the request are logged directly into the support database, a relevant priority is assigned and the call is logged to a support technician. An email will then be sent to the customer confirming that the request has been logged and specifying a reference number for the issue.

Email Requests

24x7x365 monitoring

Ongoing monitoring of the hardware, server and operating system helps prevent any problems with the service. If such problems are identified the support team will diagnose and resolve them.

Routine support

Routine updates to server configurations; installation of patches and updates to the server and operating system are provided by the support team 08:00 to 18:00 Monday to Friday (excluding UK public holidays).

Knowledge and Experience

Our support team has extensive experience of a range of technology platforms including Linux and Windows operating systems and solutions powered by open source technologies such as PHP, Apache and MySQL. And of course they have specialist knowledge of IBM Domino on which the bulk of our hosting environment is based.

Server Status

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