Remote Support
Looking for remote support? Download the program HERE (if that doesn’t work then try THIS alternative)
Please note that your browser may complain that this tool is unknown / dangerous. It is and they are correct to warn you however you are downloading it from our website and it’s a tool that we know and trust. So if you are asked if you are sure you want to download / run / save it then please say yes / continue / ok.
What's Your IP Address?
Sometimes we might need to work out what something called your “IP Address” is. This is the numerical address that your computer is using when it talks to the internet and it lets people on the internet know how to send you the information you are asking for. There are loads of services that will tell you your IP address but some of them are a bit sketchy so we decided to create a space on this page. So…
Your IP v4 Address is:
216.73.216.162
Ticket Priority Levels
Critical (P1)
An issue that is preventing all users from working effectively. No workaround is available. Or an issue affecting multiple users at multiple of our customers.
Examples:
Complete loss of internet or network connectivity
All users unable to access business-critical systems or email
Major security incident affecting the whole company
High (P2)
An issue that is preventing some users from working effectively, but the business as a whole can still operate. Redundancy measures are implemented and working.
Examples:
A department or group unable to access shared files or systems
Email or application issues affecting several users
Network problems in a specific area of the office
Standard (P3)
An issue that is preventing a single user from working effectively, but isn’t impacting the wider business. Frustrating for the user but not mission critical
Examples:
One user locked out of their account
Single device hardware or software failure
Printing issues for an individual
Improvement (P4)
Requests that are not directly affecting any user’s ability to work right now, but could improve efficiency or help prevent problems from occurring in the future.
Examples:
Suggestions for new features or process improvements
Cosmetic system changes or upgrades
Requests for non-urgent changes or enhancements
How We Prioritise:
When a ticket arrives or as the first job in the morning we triage any new tickets and assign them to the correct priority. Once each ticket has a priority we then work through tickets by the date they were created on our system, Critical issues (P1) always come first, followed by high (P2), standard (P3), and finally improvements or change requests (P4).
If your situation changes (for example, more users are affected), just let us know so we can reassess the priority.