How to get help, and how to help us help you faster

Existing customers and new enquiries

• 01

  Existing customers

  Use the support channels agreed in your onboarding. Your request is logged as a ticket against your organization and handled according to the priorities and coverage hours in your scope.

• 02

  Not yet a customer

  Call or email with a short description of the problem. We will tell you honestly whether we can help, whether it would be billed as one-time work, and whether a recurring plan makes more sense.

What to include in a support request

• Your name, organization and a phone number or email where we can reach you
• Which device, application or service is affected
• What you were doing when it happened and any error message, ideally with a screenshot
• Whether it affects only you, several people or the whole office
• Whether work has stopped or you can continue in another way
• Anything that changed recently, such as an update, a new device or a move

If something urgent is happening

Urgent issues are handled within the coverage hours in your scope. These steps help limit damage while you reach us.

1. 1

   Phone rather than email

   For urgent problems, such as the whole office being unable to work or a suspected security incident, call rather than emailing so the issue can be triaged as soon as it is received during coverage hours.

2. 2

   Suspected compromise

   If you clicked a suspicious link or see unexpected activity, disconnect the affected computer from the network but leave it powered on, and do not delete anything.

3. 3

   Tell us what you saw

   Note the time, what appeared on screen and what you clicked. These details help us act quickly.

4. 4

   Outside coverage hours

   Unless your plan includes extended coverage, requests received outside agreed hours are handled when coverage resumes. Contact your internet provider directly for a regional outage.