Out-of-Hours Emergency Support
Our standard support operates during business hours (9am–6pm GMT/BST, Monday to Friday). For clients who need coverage beyond these hours, we offer out-of-hours emergency support.
What Is Covered as Standard
All managed services clients receive out-of-hours monitoring as standard — our systems watch your service 24/7. If an automated alert fires indicating a P1 issue, our on-call engineer is notified and will begin investigation immediately, regardless of the time.
24/7 On-Call Cover
For clients with a 24/7 SLA (specified in your contract), our on-call team is reachable around the clock. The on-call contact number is provided to designated emergency contacts within your organisation. Do not share this number widely — it is for genuine emergencies only.
What Qualifies as an Out-of-Hours Emergency?
- Complete service outage (P1)
- Security breach or active exploitation (P1)
- Data loss or corruption (P1)
- Significant degradation preventing core business operations (P2, subject to your SLA)
Out-of-hours calls for P3/P4 issues (cosmetic bugs, minor inconveniences) are not appropriate and may incur additional charges if the callout is deemed non-urgent.
If You Do Not Have a 24/7 SLA
Without a 24/7 SLA, out-of-hours support is available on a best-efforts basis. We will monitor critical infrastructure overnight but cannot guarantee response times outside business hours. Out-of-hours callouts for non-SLA clients are charged at a premium rate. Contact your Account Manager to discuss adding 24/7 cover to your retainer.