Out of Hours
Out of Hours Support
Some of our customers have expressed an interest in being able to access our support services outside of UK office hours. The need for this doesn't arise often but it's reassuring to know the option is available. With this in mind we also have an Extended Support window for high priority issues that have a significant impact on our customers' business.
Out of hours support can be obtained by calling the dedicated support number 01249 704585.
Calls to this number will be answered by the support team directly during office hours, but will now also be answered by a call handling service at all other times.
The Extended Support times for which it is possible to access support from a member of the Realtime Despatch technical support staff are shown below.
Week days
| Times | Support Cover |
|---|---|
| 07:00 to 09:00 | Extended Support |
| 09:00 to 17:30 | Standard Support |
| 17:30 to 21:30 | Extended Support |
Weekends and National Holidays
| Times | Support Cover |
|---|---|
| 09:00 to 17:30 | Extended Support |
Customers can raise support tickets outside of office hours in the normal way. If one of our customer's nominated contacts calls the support number with a business critical issue during the 'Extended Support' window, they will also have the option of requesting that our support team be contacted to progress the ticket.
If you raise a ticket out of office hours, but choose not to initiate a support request through the dedicated support number, the ticket will be progressed in the normal way during office hours.
A Note on Charges
Note that any chargeable work that is initiated through the out of hours support process will be billed at 1.5 times our standard rate. A minimum of one hour of support time will be booked each time this service is used.
Callers will be reminded of this and will be asked whether they want to initiate an out of hours support request on this basis.
We cannot guarantee that we will always be able to provide immediate response through this service. As a result we are not imposing any standing charge for this service. However we do aim to respond within 30 minutes of having been contacted.
How to Enroll
If you are not currently using this service, but would like to be able to take advantage of it in the future, please contact us to let us know which of the users below should be authorised to initiate an out of hours support request.
Scheduled out of hours support
The same Extended Support arrangements will be used for upgrades and other configuration work that is scheduled outside of normal business hours. As with unscheduled support, this work will be billed at 1.5 times our standard rate, with a minimum time booking of one hour.