A little more
clarity.

Your support schedule identifies the services you have chosen. The following are not automatically included in general support cover:

Creating, removing or configuring accounts for starters, movers and leavers.

Cloud infrastructure such as Microsoft Azure, Amazon Web Services or Google Cloud, beyond Microsoft 365 management.

Telephony and VoIP systems.

Printer, photocopier, scanning and fax repairs beyond basic connectivity troubleshooting.

Backup-job monitoring, unless expressly listed in your support schedule.

We can discuss including these services in your schedule or quoting for separate work. Application training and vendor-specific faults have separate limits even where third-party application support is agreed.

Both Standard and Premium include unlimited remote support for covered systems during their support hours, Sentinel asset management, device monitoring, Microsoft 365 management and general wiki access. Premium adds extended hours and the additional services shown in the comparison. The support schedule identifies the users, devices and services covered.

We use internal response and resolution targets to prioritise incidents. The initial-response target is one working hour; best-effort resolution targets are one working day for high-priority incidents and two working days for medium and low priorities. These are not contractual response or resolution guarantees and do not carry service credits. Supplier delays, connectivity, replacement hardware and the nature of the issue can affect resolution.

When remote work cannot resolve an issue, we arrange the soonest suitable on-site appointment, prioritised by urgency and support level. Routine on-site hours are Monday to Friday, 9am–5pm excluding public holidays. Out-of-hours on-site work needs special arrangement.

Standard remote support runs from 9am–5:30pm and Premium remote support from 8am–8pm, Monday to Friday excluding public holidays, UK local time. Our office and routine on-site hours finish at 5pm. Out-of-hours cover is by prior agreement; unresolved work does not automatically continue beyond your covered hours. Any seasonal changes will be published in advance.

Your agreed monthly support covers the users or devices and services in your support schedule. On-site callouts, excluded work, additional projects, hardware and licences can still be chargeable. Premium includes one emergency out-of-hours support issue per calendar month; additional incidents are chargeable and out-of-hours cover needs to be arranged.

With Premium support, we configure a private Element chat space on our Matrix/Synapse service and agree access for your team. You can continue conversations with our support team alongside phone, email and the client portal. Chat does not replace incident priorities or agreed support hours. We agree room membership and the setup during onboarding.

VoIP (Voice over Internet Protocol) is a modern digital technology that allows you to route phone calls over your internet connection instead of traditional PSTN copper telephone wires. By converting voice signals into digital packets, it ensures pristine fidelity, extreme cost savings, and flexible deployment across softphones, handsets, or mobile devices.

Additional distinct users / logins

Interactive Callflows

Auto-Attendant Key Menus (IVR)

Virtual Conference Rooms

Hunt Groups / Queues

Scheduled Opening Hours & Holiday routing rules

Yes! A single Basic VoIP user account can register multiple IP handsets, softphones, or ATA adapters concurrently. If a call is answered on one device, you can easily ring all your other registered devices by dialing the feature code 6683 (MUTE) to hand over and pick up the call elsewhere.

Upgrading from a single-user Basic Hosted account to a full, multi-seat Enterprise Hosted PBX account is fully supported and can be initialized instantly without configuration loss. However, please note that downgrading an existing multi-user Hosted PBX account back to a Basic Hosted VoIP account is prohibited.

Every storage drive (HDD or SSD) entering our facility undergoes a strict sanitization protocol. We utilize industry-standard software wiping algorithms or execute complete mechanical media crushing. A signed Certificate of Destruction is compiled and delivered for your compliance records.

We accept desktops, laptops, servers, network switches, routers, firewalls, telephones, structured cabling, UPS power backup batteries, memory chips, and power cords. We do not accept CRT screens, household appliances, or non-technical electrical waste.

Because we process active data assets, our Stansted facility operates high-level physical security protocols. Scheduling your drop-off via Cal.com ensures an engineer is assigned to receive your hardware, inventory the storage items, and initiate the data destruction chain immediately.

Select a convenient slot on our private booking calendar to drop off your obsolete hardware at our secure Stansted Mountfitchet facility.