BEST WAYS TO GET SUPPORT
In this page, we’ll run through the best ways for you to get help (we call each request for help a Ticket). Whenever we talk about a Ticket Number – please know that we aren’t doing it to make you feel like just “another number in the system” (that’s the last thing we ever want to do). We’re doing it to make sure can help you as fast and efficiently as possible (a reference number is typically the fastest way to track things down).
Once created your Ticket will be assigned to the most appropriate member of the IT Team who will aim to respond within our set SLA targets, as defined within our SLA policy. The appropriate member of the team will communicate with you to until they are able to bring your request or issue to a resolution. Once your issue has been resolved your ticket will be closed.
Here’s the best ways to ask for help:
Email
The fastest way to open a new Ticket is to email support@ashgatesit.co.uk. This creates a Ticket immediately, for us to get started on. You’ll receive an automated reply within 5 minutes letting you know we have it.
Make sure the subject line is descriptive (e.g. “Setup new user for Frank”) and put as many notes as possible in the body of the email to save us having to interrupt you to ask for more details.
Phone
If your request is urgent or you’d like to talk to us, simply give us a call on 01332 380 691 and we’ll be able to grab all the details and enter a Ticket for you.
Please bear in mind that while we’d love to be able to give immediate support over the phone, it’s not always possible.
Your Client Portal
You can also visit your client portal at ashgatesit.harmonypsa.io to create a Ticket or add notes to an existing Ticket.
You will also see all your other open Tickets with us in here (and if you’re the Primary IT Contact at your business, you can see everyone else’s on your team as well).
Hours
Please note: Our standard working hours are Mon – Fri 08:00 – 17:30 (exc. Bank Holidays).
Out of Hours - Emergencies only!
If you need Urgent help out of hours, we operate an emergency only support service (Mon - Fri 17:30 - 21:00 & Weekends 09:00 - 17:00). This is operated by email only to support@ashgatesit.co.uk.
Please bear in mind extra charges will apply and we cannot guarantee our Out of Hours Service is always available.
QUICK TIP: If you call our mobile phones or email us directly, it will most likely add an unnecessary delay as we don’t monitor these anywhere near as much as we do our main Ticket system.
If you’re ever unsure of the best way to do anything – just give us a call!
Once created your Ticket will be assigned to the most appropriate member of the IT Team who will aim to respond within our set SLA targets, as defined within our SLA policy. The appropriate member of the team will communicate with you to until they are able to bring your request or issue to a resolution. Once your issue has been resolved your ticket will be closed.
Here’s the best ways to ask for help:
The fastest way to open a new Ticket is to email support@ashgatesit.co.uk. This creates a Ticket immediately, for us to get started on. You’ll receive an automated reply within 5 minutes letting you know we have it.
Make sure the subject line is descriptive (e.g. “Setup new user for Frank”) and put as many notes as possible in the body of the email to save us having to interrupt you to ask for more details.
Phone
If your request is urgent or you’d like to talk to us, simply give us a call on 01332 380 691 and we’ll be able to grab all the details and enter a Ticket for you.
Please bear in mind that while we’d love to be able to give immediate support over the phone, it’s not always possible.
Your Client Portal
You can also visit your client portal at ashgatesit.harmonypsa.io to create a Ticket or add notes to an existing Ticket.
You will also see all your other open Tickets with us in here (and if you’re the Primary IT Contact at your business, you can see everyone else’s on your team as well).
Hours
Please note: Our standard working hours are Mon – Fri 08:00 – 17:30 (exc. Bank Holidays).
Out of Hours - Emergencies only!
If you need Urgent help out of hours, we operate an emergency only support service (Mon - Fri 17:30 - 21:00 & Weekends 09:00 - 17:00). This is operated by email only to support@ashgatesit.co.uk.
Please bear in mind extra charges will apply and we cannot guarantee our Out of Hours Service is always available.
QUICK TIP: If you call our mobile phones or email us directly, it will most likely add an unnecessary delay as we don’t monitor these anywhere near as much as we do our main Ticket system.
If you’re ever unsure of the best way to do anything – just give us a call!
