24/7 IT Support - Always On When You Need It
For busy agencies that demand round‐the‐clock reliability.
- How It Works
- What’s Included
- What’s Not Included
How It Works
Instant Response, Every Time
- Live Monitoring & Immediate Action: Our systems continuously track your IT environment. When an incident occurs outside standard office hours, our team acts straight away, minimising downtime.
- Remote and Escalated Support: We resolve issues remotely where possible and escalate to senior engineers if a situation needs further attention. All actions are communicated clearly to keep you in control.
Office Hours Versus After Hours
- Standard Support: Weekdays, 08:00–18:00 are covered in your core agreement.
- After-Hours Coverage: Weekdays 18:00–08:00, weekends, and bank holidays are included in our 24/7 service package.
What's Included
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Continuous Monitoring: We ensure your critical systems are watched over 24/7.
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Rapid Incident Response: From server outages to email access issues, our team is ready to help, even outside regular hours.
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Clear Reporting: Regular, concise updates keep you informed on actions taken and any next steps.
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Escalation Protocols: If remote fixes aren’t enough, our escalation process ensures timely intervention.
What's Not Included
Certain tasks fall outside the standard scope of our 24/7 support. These are classified as IMAC (Installations, Migrations, Additions, Changes) tasks. For example:
- New User/Device Setups
- Software Rollouts and Integrations
- Group Policy or Login Script Creation
Typically, if an IMAC task takes less than 15 minutes, no extra charge is applied. Should the work extend beyond 2 hours, we will always seek your approval before proceeding or quoting additional fees.
Why Choose Our Service
Tailored for
Your Demands
Straightforward
Communication
Control &
Flexibility
Ready to Keep Your IT Running?
Book a 15-Minute Discovery Call to discuss how our 24/7 support can work for you, or simply Request a Callback.
Your business runs around the clock – so should your IT support.
FAQs
What does the 24/7 service cover?
It covers urgent incidents outside standard business hours. Routine maintenance or setup tasks during office hours remain under your main contract.
Can I adjust my coverage?
Yes, you can add or remove 24/7 support from your agreement on a monthly basis.
How do you prioritise support incidents?
We prioritise issues that impact your core operations like server outages or email failures. Routine maintenance or planned changes, often classified as IMAC tasks, are managed during normal hours or quoted separately.
How are IMAC tasks handled?
IMAC tasks like new installations or software rollouts are treated as separate from standard support. Tasks under 15 minutes aren’t billed, but longer work will be quoted after approval.
How quickly will I be contacted in an emergency?
Our monitoring system alerts our team immediately when an issue occurs. For critical incidents, you can expect an initial response within minutes, minimising disruption to your business.
What happens if a support task exceeds the estimated time?
If a task extends beyond 2 hours, we will contact you for approval before proceeding further. This ensures you remain in control of any additional charges.