Our support desk is staffed Monday to Friday, 08:00 to 18:00 UK time. We are closed on English bank holidays.

Response targets

• Urgent - first response within 1 hour
• High - first response within 4 hours
• Normal - first response within 1 business day
• Low - first response within 3 business days

Targets are measured from the moment a ticket is created, and only business hours count towards them. Tickets raised at the weekend begin counting at 08:00 on the next working day.

Out of hours, only Urgent tickets are monitored, via the on-call rota.