Do you offer out of hours support?

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There are different types of out of hours support; here’s what we offer:

Our standard hours of operation are 0800 – 1700 Monday to Friday. Outside of these hours, if you email in asking for a new user to be created for example, we will address it during working hours.

It is our experience that our client base do not require 24/7 support, so we don’t employ an out-of-country helpdesk team that realistically won’t solve your issue there and then. We’d much rather focus our investment in the customer by making sure that their systems are robust and working smoothly.

Your Microsoft 365 systems and servers are monitored 24/7. If anything untoward should happen on your Microsoft tenant at 3am, our dedicated security team will take action. Likewise if there is any indication of a security event such as ransomware on your network, that will be addressed as it happens.

All that said, we are more than happy to discuss individual projects that need to happen outside normal hours, and our customers know that should something catastrophic happen, they can reach someone. We had a case just recently where a business owner’s car broke down on a Sunday. His recovery provider wouldn’t help him without an account number. The account number was in a text file on a system that he in-house IT chap didn’t have any remote access to, so we happily helped and got the account number for him.

So, while we do not offer support outside normal business hours, you can rest assured you won’t be left in the cold in the event of a real issue.

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