Support

Something broken? Here is how to reach us.

For clients on a support agreement. Pick whichever channel suits the urgency — all three reach engineers who already know your environment.

Phone

Fastest route for anything stopping you working right now. A person, not a menu tree.

Send a photo of the error message. We can often diagnose it before calling you back.

Best for anything that is not urgent, and for keeping a written trail.

Response targets

These sit in the agreement, and we report against them every month.

Priority	Impact	First response	Resolution target
P1	Business down	15 minutes	4 hours
P2	Team blocked	1 hour	8 hours
P3	One user affected	4 hours	2 business days
P4	Request or change	1 business day	By agreement

None of this is required. It just tends to remove a round trip.

One person or the whole office changes the priority, and therefore who picks it up.

A photo or screenshot of the message beats a description of it almost every time.

New software, a moved cable, a password reset yesterday. The trigger is usually recent.

If payroll runs at four, say so. We sequence work around real deadlines when we know them.