Something is down right now
Call first, read later. The number below reaches a person at any hour, including nights and weekends, and that person can start on your incident rather than take a message.
Answered around the clock, also at night and at weekends
What helps us most in the first five minutes
None of this is required, but each one shortens the call.
- What exactly is downOne system, one site or everything. That single answer changes where we start looking.
- Since whenA rough time is enough. It tells us whether to look at a change, an update or a failure.
- What changed recentlyAn update, a new device, building work, a supplier who was on site. Most incidents have a cause from the last week.
- How many people are affectedOne user, one department or the whole organisation.
- Whether you can still reach the internetFrom a phone on mobile data, so we know whether it is your line or something inside.
- Who can decideA name and a number for whoever can approve a restart or a rollback.
Three things worth checking first
Sometimes these solve it, and when they do not they still tell us something useful.
Is it one device or all of them
If your neighbour has the same problem it is the network or a service, not your laptop.
Is the internet line itself up
Check on a phone with mobile data switched off. A dead line is a different call than a dead application.
Did anything get switched off
A cleaner, a builder or a power dip. The network cabinet is worth a look before anyone drives anywhere.
The calls we get most
Roughly in the order we hear them. If yours is on this list, we have a route for it.
- The server is downNobody can reach the shared drive or the line-of-business application. We check power, storage and the virtual host in that order.
- There is no internet at the officeOften the line, sometimes the firewall, occasionally a switch that lost power. We can tell which from here.
- Email has stoppedNothing arriving, nothing sending, or messages bouncing. Usually Microsoft 365, a DNS record or a blocklist.
- Files are encryptedSuspected ransomware. Disconnect nothing else and call. What you do in the first hour decides how much comes back.
- Nobody can log inDirectory, single sign-on or a licence that lapsed. It looks the same from a desk and is very different underneath.
- The tills or scanners are deadRetail and warehouse work stops entirely. We prioritise these because every minute is money on the floor.
- Wi-Fi drops all dayRarely a single fault and usually density or interference. We measure rather than guess.
- The VPN will not connectPeople working from elsewhere are locked out. Certificate, licence or a changed public address.
Response times, in writing
These are the times we agree with clients. If you call without a contract we do our best, and we tell you honestly what that means.
- Priority oneBusiness stops or money is being lost now. First response within fifteen minutes, at any hour.
- Priority twoA department is blocked or a workaround is costing real time. First response within the hour.
- Priority threeAn individual is blocked. First response within four working hours.
- On siteWhere remote work cannot fix it, we say immediately when somebody can be there.
Close enough to drive
Most incidents are solved remotely, but when somebody has to come, distance decides how fast that is.
- Amsterdam and the surrounding regionOur head office is on the Zekeringstraat, so Amsterdam, Amstelveen, Haarlem, Zaanstad and Almere are within easy reach.
- Antwerp and FlandersOur Belgian office is on the Kernenergiestraat, covering Antwerp, Mechelen, Ghent, Brussels and Leuven.
- Elsewhere in the Netherlands and BelgiumWe cover both countries. Outside the two regions above, travel time is part of what we tell you on the call.
Questions people ask mid-incident
Short answers, because you are probably reading this with one hand.
Can I call if I am not a client?
Yes. Call 085 060 9347 and describe what is down. We will tell you within the conversation whether we can help today, what it would take and whether somebody closer to you would be faster. There is no charge for the call.
Do you answer at night and at weekends?
Yes, and the person answering is on shift rather than on call, so the first response is minutes rather than the time it takes to wake somebody. Everything is picked up locally, and nothing is handed to a third party.
How quickly can somebody be on site?
It depends where you are. From Amsterdam we cover the surrounding region quickly, and the same applies to Antwerp and Flanders. We tell you a realistic time on the call rather than a hopeful one, and most incidents are resolved remotely before that question arises.
What if it turns out to be another supplier?
We say so, and where we can we contact them ourselves. Incidents that sit between two suppliers are the ones that take longest, so somebody chasing it is worth more than being technically right about whose fault it is.
What does emergency help cost?
For clients it is inside the agreement. Without a contract we agree what we do before we do it, so you are never surprised afterwards. The call itself and the first assessment cost nothing.
Call now, read the rest later
085 060 9347. Somebody answers, at any hour, and can start while you are still on the phone.