FAST IT SUPPORT

IT Support times that work for you

The ITE Services team are available when you need them, for all your IT support queries. Our fast IT support service ranges from simple support queries and account issues to advising on what you need to make things work the way you want them to. Below is our default availability for the team, which is based on the standard UK time zone.

Date/Day Level 1 Support Services Level 2 Support Services
Monday to Friday
09h00 to 18h00
08h00 to 21h00
Saturday & Sunday
Unavailable
09h00 to 18h00
UK Bank Holidays
Unavailable
09h00 to 18h00
For a list of UK bank holidays, please click here

Response times

We don’t believe in hiding behind a service level agreement and understand that any type of IT issue is an urgent one. The ITE Services team will assist anyone that calls in straight away. In fact, our average first response time is under 15 minutes on any type of issue. Below is our standard response times when using our services.

Service Type First Response Resolution Start
Advanced Support (L2)
Within 2 hours
Within 4 hours
Standard Support (L1)
Within 4 hours
Within 6 hours
Hosting Services Only
Within 6 hours
Within 8 hours

Of course, there comes a time when issues are out of our control and require extra time and attention. We believe it’s important to be upfront and honest on every case, so the team will keep you in the loop every step of the way when working on your issue.