Service Desk Guide

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:

Breakwater Hub*:
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:

*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.
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Discover how Breakwater can help your business. Call our team today on +44 (0)1603 709300 or email

Peter Davies


Since the initial launch of Breakwater in 2005, I have always wanted to create a forward-thinking IT Services provider that utilises technology to help underpin the future growth of companies.

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