Christmas 2013 & New Year 2014 Opening Hours



1st December 2013

Christmas and New Year Opening

Our offices will (as you might expect) have reduced hours over the Christmas & New Year period. To ensure you understand what to expect, we've put together information to assist customers below:

For customers WITHOUT a Premium Support Agreement (eg "Standard" or "Ad-Hoc" Support)

Technical Support will end on Friday 20th December 2013, and will reopen on Thursday 2nd January 2014. During the closure, support tickets will be queued. However, our duty engineers will periodically check for urgent issues and where appropriate will take action to assist you. Throughout the period we will continue to monitor our infrastructure and deal with any system issues that arise as you might expect. Engineers will also periodically check for messages left on the support line for any critical issues.

If you do wish to leave a message, please call 0845 003 8111 as usual between 9am-5pm, Monday to Friday, or raise a case online.

For customers with a Premium Agreement that provides Pre-Paid Support (eg NOT a Standard or Committed IT Support Plan)

Technical Support will end on Friday 20th December 2013, and will reopen on Thursday 2nd January 2014. During the closure, support tickets will be queued. However, our duty engineers will periodically check for urgent issues and where appropriate will take action to assist you. Throughout the period we will continue to monitor our infrastructure and deal with any system issues that arise as you might expect. Engineers will also periodically check for messages left on the support line for any critical issues.

If you do wish to leave a message, please call 0845 003 8113 as usual between 9am-5pm, Monday to Friday, or raise a case online.

For customers with a Premium Agreement known as a "Committed IT Support Plan"

Your agreement includes "Critical Support Cover" during "closure" periods, and this includes Christmas. If you have a non-critical issue, please submit it via e-mail or online in the usual manner - your ticket will be received and queued to be processed once support reopens. The helpdesk for routine support requests will close at 5pm on Friday 20th December, with skeleton cover on Monday 23rd December. Normal hours will resume from 2nd January 2014 at 9am.

For genuinely critical issues (please see your contract documentation and out of hours information for specific guidance), you will be able to call your Critical Out of Hours number between 7am and 11pm, Monday to Saturday, and 8am to 10pm on Sunday's as normal, with the difference being you'd also call your Critical Out of Hours number during the 9-5 window if you needed critical assistance. Please remember that non-critical issues are not included and will be charged at the full ad-hoc rate if you do utilise this facility incorrectly.

You can find the correct "Out of Hours" number for your account in your customer documentation, welcome pack or Out of Hours certificate. Please contact us before we close if you require reminders of your contact details or the scope of your critical cover.

Regardless of the above, our engineers will be monitoring the HelpDesk periodically throughout and if you do leave a message or open a support case, we'll review and take action where the issue needs attention - equally please do not rely on this for any genuinely critical issues.

If you do wish to leave a message, please call 0845 003 8113 as usual between 9am-5pm, Monday to Friday, or raise a case online.

 

We wish all our customers a Merry Christmas & Happy New Year.

 

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