Information for SLA Customers

When you need technical support we have a team on hand to help!

You can raise a support ticket via email or speak to them on the telephone.

Call us on 01209 843636 and press #1 for the support team.

Support Timing

Our standard office hours are
8am–5pm Monday – Friday.

We do have enhanced retainers available to cover later hours, weekends and bank holidays. Please speak to your Account Manager about these options.

Support Matrix

Call CategoryTelephone / Email Response TimeOn-site Response Time after initial call / email
Priority OneImmediate Response2 Hours (subject to location)
High2 Hours4 Hours
Medium4 hoursNext Business Day
Low8 HoursNext Business Day
ScheduledClient ConfirmationClient Confirmation

What to include in a support ticket

A step by step guide

Email Subject Line

Put a simple description of your problem as the subject line. This becomes the header of the ticket and will show on the service board.

Contact Details

It sounds obvious but please do put your name, position, personal contact number (this is essential if you issue is a work phone line!), location and company name.

Problem Specifics

The more detail of the issue you can give us the better! Please include screen shots of error messages or system failures. Make, model and Serial Numbers are very helpful too.

Customer Satisfaction

Customer satisfaction is paramount to the success of Microcomms Professional Services and we take our response to any IT situation seriously, ensuring that the expectations of our clients are met at all times.  Our clients make our business, so our commitment to our customers and stakeholders is at the heart of everything we do.  

Our Customers

When you come on board with us, you can be confident that you’re in good company.  Our clients range from Rick Stein, the Eden Project and Finisterre to global organisations like Reckitt Benckiser who are 37,000 employees strong.  Our tech team work tirelessly in the background ensuring your IT systems run smoothly, freeing you up to get on with running your business.


Microcomms Success Stories

“Our guests are much, much happier with their overall experience while visiting The Headland Hotel, thanks to the reliable, secure wifi access that Microcomms delivered”.

Darryl Reburn
General Manager, The Headland Hotel

“We continue to be impressed by Microcomms’ know how, expertise and professional yet down to earth and pragmatic style. Consultancy projects are well managed and I’d recommend their services to anyone.”.

Julian Holmes
IT Manager, Coodes Solicitors

“In our sporting hospitality business, customers expect great WiFi as well as fantastic golf. Microcomms have helped us meet our clients high expectations and ensure that visitors coming to Trevose have an all-round excellent experience. The team have worked really hard across all areas and we’re very happy with the service we’ve had.”.

Nick Gammon
Managing Director, Trevose Golf & Country Club

“There aren’t many Cornwall-based companies that can claim to have hands on experienced providing network connectivity to a Malaysian hut in the middle of a rainforest!”.

Nick Argent
ICT Manager, The Eden Project

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