Logging a support ticket :
As a part of your Road to Work contract, you are entitled to technical support through our support desk service.
Support desk tickets are most effectively logged either via the telephone, or by emailing us at support@backbone.uk.com.
These tickets are logged onto a queuing system and prioritised accordingly. At this stage, it is a good idea to ask for the name of the engineer you have spoken to and to make a note of the ticket reference number.
Our engineers will generally prioritise tickets according to the number of people affected. Internet outages or server failures are generally put straight to the top of the list and will be deal with immediately. All other day to day tickets are queued and will be picked up within our SLA (Service Level Agreement) of 8 working hours.
If you wish to follow up on a call that you have logged, or would like to add further information to the ticket, you should quote the ticket number accordingly. Once a ticket has been picked up by an engineer, you will be put straight through to that engineer as and when possible.
You should always try to supply as much information as possible when logging a call to enable us to respond quickly.
It may become necessary to request remote access to your PC in order to diagnose the issue or assist you with your problem. We use a variety of tools for this, LogMeIn, Dameware, TeamViewer, Saaz Remote. The engineer may request your assistance from the other end in order to establish the connection.