Raising a support request
How to report a fault or ask for work, and what to expect from our service desk.
This page is for existing customers. If you are not yet a customer and would like to talk to us, please see our contact page.
Contacting the service desk
| Telephone | 0113 496 0827 (from North America, +1 973 014 2286) |
|---|---|
| servicedesk@halsworth.uk | |
| Hours | Priority 1 and 2: 24 hours a day, every day. Priority 3 and 4: Monday to Friday, 08:30 to 17:30 (UK time). |
Priority 1 and 2 faults should always be reported by telephone. Email is not monitored outside office hours.
What to tell us
- Your name, organisation and a telephone number we can reach you on.
- The site, and the equipment or service affected.
- What has happened, when it started and what has been tried so far.
- Whether the equipment is in use, and any deadline we should know about.
We will give you a ticket reference. Please quote it whenever you contact us about the same issue.
Priorities and response times
| Priority | Definition | Response | Updates |
|---|---|---|---|
| 1 | A service is unavailable at one or more sites and equipment cannot be maintained when it needs to be, or a security incident is suspected. | 30 minutes | Every hour |
| 2 | A service is degraded, or unavailable at a site where maintenance can wait until the next working day. | 1 hour | Every 4 hours |
| 3 | A fault with a workaround, or a problem affecting a single engineer. | 4 working hours | Daily |
| 4 | Requests for change, new accounts, reports and general questions. | Next working day | As agreed |
Response means an engineer has begun work and contacted you. Customers on enhanced service levels have shorter targets, as set out in their service schedule.
Planned maintenance
We announce planned maintenance on our own systems at least five working days in advance, by email to your nominated contacts and on our status page. Maintenance windows you book with us for your own equipment are scheduled on the service desk; ask us if you would like a notice posted for your sites.
Escalation and complaints
If you are not happy with how a request is being handled, ask the service desk to escalate it to the service desk lead, and then to your service manager. If you remain unhappy, write to the directors at our registered office, Marchbank House, Halsworth Park, Halsworth, HW4 7QT. We will acknowledge a complaint within two working days and reply in full within ten.