Expert Support includes 24/7 technical assistance, proactive infrastructure health monitoring, ongoing system optimisation, defined SLA-backed response and resolution commitments, and regular performance reporting, all delivered by a dedicated team of senior technical specialists.

Support requests can be raised via our dedicated client portal, email, or direct phone line. Severity 1 incidents have a dedicated escalation path with direct access to a senior specialist, bypassing standard ticketing queues entirely.

Major incidents trigger our incident command process, a defined escalation and communication protocol that ensures the right people are engaged immediately, status updates are provided at regular intervals, and a full root cause analysis is completed and shared within 48 hours of resolution.

Our standard expert support agreements have a 12-month minimum term, with quarterly reviews built in. We also offer flexible arrangements for organisations with project-specific or transitional support requirements; speak to our team to discuss what works for your situation.

Yes. Our expert support team can onboard and manage third-party infrastructure following a structured environment assessment. We conduct a full documentation and risk review during onboarding to ensure our team understands your environment before taking responsibility for it.

The SLA covers acknowledgement times, active response times, resolution targets, and escalation thresholds, differentiated by severity level. All SLA metrics are tracked in real time and reported monthly, with credits applied automatically if targets are missed.