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.
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.
I am responsible for ensuring our Service Desk operates the way we want it to – replying to and resolving all of your enquiries and delivering IT solutions that add real business value.View my profile >
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