Service · IT support & remote help
Support from the engineer who knows your estate.
Email, portal or phone; a remote-support client that only connects when you accept; response targets you can hold us to.
Get supportHow to reach us
- Email support@vts64.com: every request from an existing client becomes a tracked ticket. General enquiries go to info@vts64.com.
- Portal: raise and follow tickets in the client portal; the link is in your welcome pack.
- Phone +44 7384 449987 in business hours, Monday to Friday, 09:00–18:00.
- Remote-support client for Windows, macOS and Android: it connects only when you approve the session. Download it from the contact page.
- On-site visits in London.
What you can expect
Response targets
These are the response targets in our standard agreement. They are targets, not a signed service-level agreement (SLA): the terms that apply to you are the ones in your contract. Business hours are Monday to Friday, 09:00–18:00.
| Priority | Definition | Response | Resolution target |
|---|---|---|---|
| P1 Critical | Business operations halted (email down, ransomware in progress, directory outage) | 1 business hour | 4 business hours |
| P2 High | One significant function affected (a server down, one team cannot work) | 4 business hours | 1 business day |
| P3 Normal | Single user or non-critical issue | 1 business day | 3 business days |
| P4 Low | Information or change requests | 2 business days | 5 business days |
Critical incidents out of hours are covered by agreement in your contract.
Tell us what isn't working.
Email support@vts64.com, phone +44 7384 449987 in business hours, or download the remote-support client.
Get support