IT Service Guide (For Existing Clients)

This Service Guide provides an overview of the support channels and escalation paths available to you as our client. Please liaise with your Account Manager should you require any additional information.

If you would like to discuss your relationship with SpecTronics or have a new requirement, please contact your Account Manager. For everything else, the Support Team should be your first point of contact.

Requesting Support

1)   Email – [email protected]

Non system critical support for issues which are not causing a major system impact should be requested by email in the first instance. Emails sent to [email protected] will automatically create a ticket which will be responded to in line with your agreed response times.

Please use a descriptive subject, provide as much detail as possible, and include any steps we can take to reproduce the issue. Screenshots can sometimes be helpful and are always welcomed.

2)   Phone – +44 (0) 3333 444 114

Critical issues, system down or where the nature of the issue is affecting a significant number of users, please call our Support Team who will attempt to resolve the issue on first contact or, if appropriate, will create a ticket for further investigation.

Our support lines are open 09:00 to 18:00 Monday to Friday.

Please do not call or email individual support team members directly when requesting support as this makes it difficult for us to effectively track issues and provide the highest possible level of care.

Escalation Path

In the event that you need to escalate a particular issue, or you are not satisfied with the way in which an issue has been dealt with, please ask the team member handling your issue to escalate the issue to the Managing Director. Please be aware that we can only accept escalation requests from your nominated contact.