Technical Support

Technical 24/7/365 SLA support and maintenance across every system we design, build or implement. One agreement, one escalation path, and engineers who already know how your environment is put together.

Talk to an engineer

What support covers

One agreement across your whole estate

Support is not a separate product bolted on at the end of a project. It is offered across the services in our portfolio, from infrastructure and applications through to security and monitoring.

Incident responseA route to an engineer when something breaks, at whatever hour it breaks.

Preventive maintenanceScheduled health checks, so a developing fault is found before it is an outage.

Patching and updatesSecurity patches and version updates applied in agreed maintenance windows.

Monitoring and alertingAlerts that reach a person, with thresholds tuned so they still mean something.

Backup and restore checksBackups verified by restoring them, not by reading a green tick on a dashboard.

Configuration and changeMoves, adds and changes handled as part of support, not as a new project.

Remote and on-siteMost faults resolved remotely, with attendance on site where it needs hands.

Vendor escalationWe raise and chase the vendor case, so your team is not sitting in that queue.

Reporting and reviewWhat broke, how often, how long it took, and what we are changing about it.

What an agreement includes

Scope is agreed with you and written down before it starts, so there is nothing to argue about on the day something fails.

A named support contact and an agreed escalation path
Response and resolution targets written into your agreement
Cover hours agreed up front, up to full 24/7/365
Remote diagnosis and resolution as the first response
On-site attendance where a fault cannot be cleared remotely
Scheduled preventive maintenance checks
Security patching and version updates in planned windows
Backup verification by test restore, not by inspection
Monitoring, alert tuning and threshold review
Configuration changes, moves and additions
Vendor case management raised and chased on your behalf
Documentation kept current as the environment changes
Periodic service review against the agreed targets
Knowledge transfer to your own team wherever you want it

How to raise a request

The route is the same whether it is a question or a full outage.

Tell us what happened

Call, email or use the contact form. What you were doing, what you saw and how many people it affects is enough for us to start.

We log it and set a priority

The request is logged and prioritised against the targets in your agreement, so urgent work is treated as urgent rather than queued behind routine changes.

An engineer takes it on

Diagnosis starts remotely, because that is fastest. Where the fault needs hands on the equipment, we arrange attendance and tell you when to expect us.

We close it and explain why

You get the resolution and the cause. Anything that should change to stop it happening again goes into the next service review rather than being forgotten.

Support across the services we deliver

One agreement can cover infrastructure, applications, cloud solutions, monitoring and observability, cyber security and software we have built. One contract, one escalation path, one review meeting.

That matters more than it sounds. The difficult faults are the ones that sit between two systems, and those are exactly the ones that get handed back and forth between suppliers. When the same team holds the whole estate, there is nobody to hand it to.

Where equipment is under warranty or a system is covered by a vendor contract, we manage that case for you rather than sending you to the vendor with a reference number.

Support is where the relationship actually happens

A project ends. The system stays. Most of what an organisation remembers about a supplier happens long after the handover meeting: whether the phone gets answered, whether the person answering knows the environment, and whether the same fault turns up twice.

We support what we design, build and implement, so the engineer picking up your call has seen the architecture before. There is no discovery phase in the middle of an outage and no reading your own documentation back to you.

Cover hours are yours to choose. Full 24/7/365 is available and is the right answer for a service customers transact on at two in the morning. For an internal system nobody touches at the weekend it is money spent on reassurance, and we would rather tell you which one you are buying.

Response and resolution targets are set in your agreement rather than advertised on this page, because a target only means something once it is attached to a specific system, a specific site and a specific consequence of it being down. A number on a web page is marketing. A number in a signed agreement is a commitment, and that is where ours go.

Talk to us about a support agreement

Tell us what you run and which parts of it cannot be down, and our engineers will come back with a scope, cover hours and targets you can hold us to.

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