Out of hours emergency support
TSD Managed Services Ltd do not offer out of hours emergency support. Our working hours are Mon-Fri 09:00-17:30.
We do offer “reasonable endeavours” for contract customers to support you if you have an incident outside of hours.
For the most part our working hours response times are 2 hours. It’s therefore not reasonable to expect a faster response out of hours.
For example, you start work at 08:30 and realise your servers are not working. It is unreasonable to expect us to deal with this immediately; if this happened at 09:01, we would still have 2 hours to respond. We understand that this is a stressful time, and we will always treat such instances with the highest priority.
So what should you do?
If you experience an out of hours issue, don’t panic. Call us and leave a message giving us as much detail as possible. We will be alerted to your call. We may not get back to you immediately and depending on the timing we may not be able to immediately look at the issue (We may be on the school run or driving into work or out with family) but we will look at your issue. Please don’t keep calling unless you have some updated information. As soon as we have an update, we’ll get in touch.
Updated 8/7/2024
