Real engineers, answering real phones.
The AxiaNET helpdesk is in Hertfordshire, staffed 24/7 for P1 incidents and 08:00–18:00 Mon–Fri for everything else. Median first response: 17 seconds.
Loss-of-service incidents answered round the clock by named UK engineers.
For non-urgent tickets, change requests and account changes.
Live status, planned maintenance and historical incidents.
Bypasses triage for P1 outages affecting production services.
SLA targets we actually report against.
Every month, every customer gets a service report showing tickets raised, response times and SLA compliance. Miss the target, we credit your invoice — no argument.
| Priority | Definition | Response | Fix target |
|---|---|---|---|
| P1 | Loss of service, production impact | 15 min | 4 hr |
| P2 | Degraded service, workaround exists | 1 hr | 8 hr |
| P3 | Single user / non-urgent | 4 hr | 2 days |
| P4 | Change request / info | 1 day | Scheduled |
Most common questions, already written down.
Setup guides, troubleshooting steps, and step-by-step how-tos for every service we run. If something's missing, tell the helpdesk and we'll write it.
Talk to an AxiaNET engineer — not a salesperson.
One conversation, one proposal, one bill. Response inside one working day.