Help Desk Service Hours

The Help Desk is open from Monday to Friday, between 8:30 and 17:30. This service is closed on statutory English bank holidays. All Customers will be informed of these dates through newsletters, forum posting or other alternative communication methods. An answer phone is available outside these core hours. Messages will be logged on the next working day.

To arrange extended support (which provides telephone cover from 9:00 to 16:00 on Saturdays, and from 17:30 to 20:00 Monday to Friday), please email support.

Variations to Service Hours

Customers requiring additional service hours, during periods designated Non Core Service Hours or scheduled non service hours, should apply to the Service Desk, giving at least 10 working days notice prior to the required additional service period.

Where additional service hours are agreed, an additional charge will be made to Customer for the facilities provided. Charges will be based on resources required and will be agreed by Customer in advance of any additional work being carried out.

From time to time it may be necessary to perform systems tasks during scheduled service hours. In such cases service will be unavailable. These planned outages will be used for essential work that cannot be completed, with reasonable certainty, within periods of Scheduled Non-Service Hours and Non-Scheduled Service Hours. Notice of such Planned Outages will be issued in advance to Customers.