Maintenance & Support
Our Technical Support Desk is manned from 8am to 6pm, Monday to Friday (excluding public holidays). If you need to raise a fault, please email firstname.lastname@example.org in the first instance, including as much information as possible regarding the issue you are experiencing. A case will be logged in our system and a reference number will be provided for your information. If you are experiencing a total system failure, please call our Support Team directly on 01276 539321, rather than emailing, so that we can address your issue as a priority.
Our phone support includes
- 4-hour response in the event of a system failure of more than 35% – we would attend with a new system ready to install in case of total failure
- 16-hour fault response (2 working days) for small issues
- 5-day response for making non-fault changes – such as name changes or extension changes
We will always endeavour to complete as much work as possible remotely, in order to minimise any disruption to your organisation. Large programming changes (including holiday message alterations), non-fault adjustments that require more than 1 hour of work, and non-fault related site visits will be chargeable at our prevailing rates. This will be discussed with you prior to undertaking the work.