There are various ways you can raise a support ticket to enable us to give you the best support and service possible.
Hours of Service:
Service Desk Hours:
08:00 – 18:00 | Monday to Friday*
Critical Out of Hours**:
18:00 – 22:00 | Monday to Friday*
09:00 – 17:00 | Saturday and Sunday*
*Excluding UK Public Holidays
**Only Business Critical calls will be responded to outside of hours. Faults reported wrongly outside of core hours may be subject to a fee of £130.00 per hour.
24/7 support is available at an additional cost. Get in touch to find out more.
Logging a Support Ticket:
Support Tickets may be logged via the following methods:
Raise any level or priority ticket through our Breakwater Hub and receive real-time notifications with ticket updates. You can also chat with a technician using our built-in instant messenger.
Critical and high priority issues should be placed to the Service Desk by calling: 01603 709301
Medium and low priority issues should be placed to the Service Desk by emailing: firstname.lastname@example.org
*Breakwater Hub is only available to customers with the Hub installed. To find out more get in touch with the team today.
Ticket Logging Process:
When logging a ticket you will need to provide us with the following information:
- Your company name, location and contact details
- A layman’s summary of the problem or query, noting the application / service / equipment that the issue relates to
- The number of people affected by the issue and a realistic assessment of its urgency
- If your issue is urgent, then please let us know when you call and we will try to ensure you speak to an Engineer from the outset.
Technology is such an interesting and ever-evolving field and in my role I am fortunate to be able to expand my knowledge whilst undertaking hands-on projects to support our clients.
As part of the Service Desk, we work together to deliver advice to a wide range of organisations and I assist the team by helping to resolve issues and respond to enquiries, grasping new technologies and processes as I go.View my profile >
Infrastructure Upgrades and Office 365 Industry: Energy Consultants Location: Norwich