Get the help you need, when you need it
Choose the support option that best fits your needs
Critical issue affecting your business operations? Our emergency line is available for contract clients.
0161 123 4599
24/7 for Enterprise clientsLog a support request and our team will respond within your SLA timeframe.
Create TicketSend us an email with your issue details and we'll get back to you promptly.
support@zafrax.co.ukOur commitment to timely support
| Priority Level | Description | Essential | Professional | Enterprise |
|---|---|---|---|---|
| P1 - Critical | Complete business outage, all users affected | 8 hours | 4 hours | 2 hours |
| P2 - High | Major functionality impaired, multiple users affected | 8 hours | 4 hours | 2 hours |
| P3 - Medium | Single user issue, workaround available | Next business day | 8 hours | 4 hours |
| P4 - Low | General enquiry, enhancement request | 2 business days | Next business day | 8 hours |
Response times are measured during business hours unless 24/7 support is included in your package. Resolution times vary based on issue complexity.
Provide as much detail as possible to help us resolve your issue quickly.
Allow our technicians to connect to your computer securely
Download our secure remote support tool to allow a technician to connect to your Windows PC.
Download for WindowsRequires active support ticket. Code provided by technician.
Download our secure remote support tool to allow a technician to connect to your Mac.
Download for MacRequires active support ticket. Code provided by technician.
Quick answers to common questions
A critical issue is one that causes complete business outage or severely impacts multiple users' ability to work. Examples include: server down, email system failure, complete network outage, or security breach. If only one user is affected and others can work normally, it's typically P2 or P3.
Our standard support hours are Monday to Friday, 8am to 6pm (excluding bank holidays). Enterprise clients with 24/7 support can reach us any time via the emergency line. Out-of-hours support for other clients is available at premium rates.
After submitting a ticket, you'll receive an email with your ticket number. Reply to any ticket email to add updates. You can also call our support line and quote your ticket number to get a status update.
Yes, our remote support tools use bank-level encryption. You'll need to enter a unique session code provided by your technician, and you can see everything they do on screen. You can disconnect at any time. Sessions are logged for security.
We offer pay-as-you-go support at our standard hourly rates. Please contact us to discuss your needs. For ongoing support, we recommend one of our managed service packages which provide better value and faster response times.