Welcome to Integral IT
First up – a huge welcome from all of us at Integral IT. I’m Jonathan and I lead your outsourced IT team and we’re excited to start helping you get the most out of your technology.
How to Contact Support
Below are the best ways to get technical support when you need it. We call each request for technical support; a “ticket”.
[email protected]
Below are the best ways to get technical support when you need it. We call each request for technical support; a "ticket".
01423 206996
If your request is urgent or you’d like to talk to us, simply give us a call on 01423 206996.
How Quickly Should you Expect a Response?
To ensure that we help the customers who need us the most, we use Service Level Agreements (SLAs) to categorise every ticket that is logged. Of course, if you have a problem that falls between these service levels, please let us know and we’ll ensure that you get the support you need. We’re here to help.
| Severity | Description | Response Time |
|---|---|---|
| Critical | A problem that affects the entire business | 15 mins |
| Severe | A problem that halts the workflow of a single user. | 1 hour |
| High | A problem that is an inconvenience | 4 hours |
| Request | An IT request for something new or a change | 16 hours |
Escalations
If you need to escalate any IT issue or need some general help outside of our helpdesk, please escalate your query to our Head of Operations, Simon Park. Simon’s email is [email protected].
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