What is an Incident?

You can submit or upgrade any issue to an Urgent Incident, and we’ll respond within 1 business hour.

You can submit an incident via our Support Page (you need to be signed in using your work email address) or simply mention in your email or call that it's urgent. Our team will also prompt you, if appropriate.

All our plans include unlimited support requests, training and consultancy, when you book ahead using our automated booking system. Our Ultimate Plan has unlimited Urgent Incident credits; the other plans have a limited number each month. Want to find out how many remaining credits you have?

Credits are organisation wide, and do not rollover if not used up.

What’s not included?

  • Email archiving and filing for administrative reasons.
  • Data entry.
  • Large amounts of computer filing or archiving.
  • Computer data transfer (for machine swaps); excluding data transfers from a dead machine to a replacement.
  • Cabling or rewiring.
  • New server setups.
  • Large changes to server/network configuration or topology.
  • Office relocation.

For any of the above, we will quote as a fixed cost project.

More details are available within our terms and conditions.


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