Customer support
One route in, a published severity scale, and response targets that are written down before you need them. This page sets out how to reach the service desk and what happens once you do.
- P1 first response
- 1 business hour
- P2 first response
- 4 business hours
- P3 first response
- 1 business day
- Hours
- Mon – Fri, 08:30 – 17:30 GMT
Three ways in, each suited to a different kind of problem
Choosing the right channel is the fastest thing you can do to shorten a resolution. The guidance below is not a formality; it reflects how each queue is actually watched.
Email the service desk
Best for non-urgent requests, changes, and anything with screenshots or logs attached.
Use email when the issue can wait for the next working period and benefits from attachments: screenshots, log extracts, error codes, or a list of affected users.
Call us
The fastest route for critical incidents — production down or a suspected security event.
Use the telephone for anything you would classify as P1. Email queues are read in order; a call reaches an engineer immediately during covered hours.
Quick questions and status updates during business hours, via the button on this site.
Use WhatsApp for short clarifications and status chases during business hours. It is not a ticketing channel, so anything raised there is still logged on your behalf.
For a production outage or a suspected security incident, telephone first and send the written detail afterwards. Email is not a fast enough channel for a P1.
What each severity means, and what it commits us to
Severity is a description of business impact, not a measure of how urgent something feels. It is what determines the response target your ticket is measured against.
Production down or severe security incident
Major function impaired; workaround limited
Degraded service; workaround available
General question or minor issue
Response targets
Targets are stated in business hours and business days, counted within your contracted coverage window. Where your signed agreement states different figures, the agreement is definitive.
P1 – Critical
- First response
- 1 business hour
- Update frequency
- Every 2 business hours
- Resolution target
- Continuous effort until workaround or restore
P2 – High
- First response
- 4 business hours
- Update frequency
- Daily
- Resolution target
- Resolution plan within 2 business days
P3 – Medium
- First response
- 1 business day
- Update frequency
- Every 2 business days
- Resolution target
- Resolution within agreed change window
P4 – Low
- First response
- 2 business days
- Update frequency
- Weekly
- Resolution target
- Scheduled with next maintenance cycle
Open a support request
Include your account or tenant reference so the ticket routes to engineers who already know your environment.
Set the severity according to business impact rather than how the issue feels in the moment. If you are unsure, describe the impact in the detail field and we will agree the correct level with you.
For a P1, telephone +233 243 182 362 as well as submitting this form, so work can start while the ticket is being logged.
What speeds a ticket up
Most delays in support are information delays. The four points below remove the majority of them.
Severity is driven by business impact rather than by how urgent an issue feels to the person reporting it. That distinction protects you: if every ticket is critical, the genuinely critical ones lose their priority. Impact is measured by how many people are affected, what they can no longer do, and whether a workaround exists.
Where our assessment of severity differs from yours, we discuss it and agree a level with you. A ticket is never re-graded silently in either direction, and the reason for any change is recorded against the ticket so it can be reviewed later.
Include your account reference
Your account, tenant, or contract identifier lets us route the ticket to someone who already knows your environment.
Describe impact, not just symptoms
How many users are affected, and what can they no longer do? Impact drives severity, and severity drives response.
Tell us what changed
Recent changes are the most common cause of new incidents. Even an unrelated-seeming change is worth mentioning.
Call for P1 incidents
For production outages or suspected security incidents, telephone first. Email is not a fast enough channel for a P1.
Four stages, and what triggers each one
Escalation is a defined path rather than a matter of knowing who to telephone. You can invoke it at any point, and we invoke it ourselves when a target is at risk.
- 01
Service desk
Every request starts here and is logged with a reference, an owner, and a severity. Escalation begins if the response target is missed, or if the assigned engineer establishes that the issue needs deeper platform knowledge.
- 02
Practice lead
The relevant lead — licensing, cloud architecture, security, data protection, or infrastructure — takes technical ownership. This is triggered by a missed resolution plan, a recurring incident, or an issue that crosses more than one platform.
- 03
Service manager
Commercial and contractual ownership moves to your service manager, who agrees a recovery plan, a communication cadence, and any temporary change of priority with you directly. Triggered by sustained impact or a formal escalation request from your side.
- 04
Vendor escalation
Where the fault sits inside a vendor platform, we raise and drive the case with Microsoft or the relevant vendor, translate the response, and remain accountable for the outcome rather than handing you a case number.
Your service manager and the escalation contacts for your account are named in your agreement, so you never have to work out who to approach while an incident is running.
What you have bought, stated before you need it
Ambiguity in a support agreement only ever surfaces during an incident, which is the worst possible moment to discover it.
What we cover depends on the agreement you have signed. Some clients hold a full managed service; others hold monitoring and backup oversight, with everything else handled in-house. Both are legitimate, and the difference between them is written into the agreement rather than assumed on either side.
Out-of-hours cover is a defined tier, not a default. If your agreement does not include it, requests raised overnight are picked up at the start of the next covered period. We would rather say that plainly than let you assume somebody is watching a screen at three in the morning.
Work that falls outside the agreed scope is quoted before it begins. If you ask us for something chargeable, we will say so and give you a figure first, so the choice to proceed is yours.
What we will not imply
We do not describe cover we have not agreed with you.
- Coverage is defined by your signed agreement, including which hours are covered and which severities carry which targets
- Out-of-hours cover is a specific tier rather than an assumption; if it is not in your agreement, it is not in place
- Work outside the agreed scope is quoted and approved before it starts, not added quietly to an invoice
- Severity is set by business impact, and any change to it is agreed with you rather than applied silently
- Where a fault sits with a vendor, we manage the case and keep reporting progress to you
Support questions we are asked most
If the answer you need is not here, ask the service desk directly and we will give you a straight answer.
We cannot open a service-desk ticket without an agreement, because there is no account to route it against and no agreed target to measure it by. Send the details through the contact page instead and we will tell you honestly whether we can help, what it would involve, and how quickly we could start.
Production down or a severe security incident: a system that the business cannot operate without is unavailable, or there is credible evidence of compromise. A single user with a broken feature, however frustrating, is not a P1. Telephone for a P1 rather than relying on email.
WhatsApp is good for quick questions and status chases during business hours, but it is not a ticketing channel. If you message us about a genuine issue we will log it for you so it carries a reference and a target, and we will confirm the reference back to you.
Tell the engineer or your service manager and we will discuss it. Severity is driven by business impact, so if the impact is wider than the ticket suggests, that changes the assessment. We do not re-grade a ticket silently in either direction.
Extended and around-the-clock cover are available as defined tiers. Your agreement states which severities are covered outside business hours and what the response commitment is. We would rather write that down than imply blanket availability.
Your account or tenant reference, the impact in terms of who is affected and what they can no longer do, when it started, and anything that changed recently. Recent change is the most common cause of a new incident, even when it looks unrelated.
Not a customer yet?
The service desk supports organisations that hold an agreement with us. If you do not have one, tell us what you run and what is going wrong, and we will come back with an honest view of whether we can help and what it would involve.