You can contact support via the agreed support channels (phone/email/portal if applicable). We’ll confirm the best route during onboarding/handover.

Your company name, site/postcode, affected service (number/circuit/SIM), symptoms, when it started, and any error messages. This speeds diagnosis.

SLA availability depends on the service (e.g., leased lines often have stronger SLAs). We’ll confirm response/restore targets per product and contract.

For some managed services, yes — we can monitor key components and alert/respond earlier, depending on the solution and agreed scope.

An incident is something broken or degraded. A service request is a change (e.g., new user, routing tweak, additional SIM, new handset).

Yes — we support softphones/apps, mobile users, and remote connectivity setups, and can advise on best practices for call quality and device security.

We can design resilience (4G/5G backup, secondary circuits, call diversion/failover routing) so inbound/outbound calling can continue.

Yes — we’ll troubleshoot and manage replacements or supplier processes where covered. We’ll also advise what’s in/out of scope.

If an issue needs escalation, we follow an agreed process to engage suppliers and provide updates, keeping you informed until resolution.

Yes — we can schedule periodic reviews (usage, performance, cost optimisation, upcoming changes like PSTN/All-IP) based on your service set.