We understand that businesses don’t just operate 9-5 Monday to Friday, and it is therefore important for you to know that we are here when you need us to help keep your business operational.
To help us be more flexible in dealing with your issues, our Support phone lines are now open from 08:00am to 5:30pm.
In case you need assistance outside of those hours, we offer a full “Out of Hours” service that is available for all our clients to access if they have an issue that needs resolving urgently. This is a full 24/7/365 service delivered by our own engineers who know your systems. (Note that all work undertaken out of hours, whether remote diagnostics, on-site or travelling, will be charged at £80+VAT, per hour or part thereof).
So how do you access our “Out of Hours” support service?
If you need I.T. Support outside of our normal office hours which are now 08:00am to 5:30pm Monday to Friday, you can call 01493 742099 and speak to our Out of Hours call handlers.
This number is a call handling centre only; the staff who answer your call do not work for CSSCloud and can give no technical advice, but they will take all the details from you and pass them straight on to our engineers who will then contact you to provide the support you require within 1 hour (typically this is within the first 15-30 minutes).
The engineer who responds to you will be one of our regular full-time engineers. We do not employ any outside agencies for this service.
Remember that this service is chargeable in addition to your existing support contract, it is intended as an emergency service for you to use at your discretion.
Please ensure that your staff are authorised to log calls in this way as you will automatically be invoiced.