Being there when you need us is only part of the picture. We proactively monitor and manage your infrastructure too, helping identify issues early and providing technical support 24/7.
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The sooner an issue is identified, the sooner something can be done about it.
When you’re running business-critical systems, you don’t want to find out there’s a problem because a customer or user has been affected.
That’s why Operational Support is one of five core priorities in our approach to managed cloud. We combine proactive monitoring and ongoing management with 24/7 access to technical expertise when you need it.
When support becomes frustrating
How we make support work better
Good support isn't just about being available. It's about getting a quick response from people who understand your infrastructure, know what matters to your business and can bring in the right expertise when it's needed.
Quick Response
When you need help, you shouldn’t be left waiting. We respond quickly, investigate what’s happening and keep things moving towards a resolution.
Know Your Infrastructure
Because we manage your infrastructure day to day, we’re not seeing it for the first time when you need help. We already understand what you’re running and how it’s set up.
Understand Your Priorities
Not every issue has the same impact. Understanding your business and what you rely on helps us respond with the right priorities in mind.
Proactive Monitoring
We monitor supported infrastructure for signs that something needs attention and investigate where required.
Technical Escalation
When something needs deeper investigation, we can bring in the right technical expertise and escalate quickly.
Always Here for You
Problems don’t stick to office hours. Our technical team is available 24/7, so there’s someone there to investigate and support you when you need help.
Sometimes you need a problem fixed. Sometimes you need advice from someone who understands what you’re trying to achieve.
Alongside our 24/7 technical team, your dedicated Account Manager gets to know your business, your priorities and how your infrastructure supports them.
So if something needs escalating, your requirements change or you want to talk through what comes next, you have someone who understands the bigger picture and can bring the right people into the conversation.
Sometimes you need a problem fixed. Sometimes you need advice from someone who understands what you’re trying to achieve.
Alongside our 24/7 technical team, your dedicated Account Manager gets to know your business, your infrastructure and what’s important to you.
So if something needs escalating, your requirements change or you want to talk through what comes next, you have someone who understands the bigger picture and can help get the right people involved.
24/7 technical support • Dedicated Account Manager • Ongoing infrastructure management
Our technical team is available around the clock to support the infrastructure covered by your Storm service. This can include monitoring, investigation of alerts, server and operating-system support, maintenance and help with infrastructure-related issues. The exact scope depends on your service and support level.
Where monitoring detects an issue within the managed environment, our technical team can investigate the alert and take appropriate action within the scope of your service. This means you don’t have to rely solely on someone in your own team noticing and reporting a problem.
We support the managed infrastructure and agreed technical services around it. Application development, code-level debugging and changes to website or application functionality would normally remain with your own development team or specialist provider. We’ll make the boundaries clear when your service is agreed.
Response times depend on the support level attached to your service. We offer different support options for organisations with different operational requirements, including enhanced response times where needed. Your agreed response times will be clearly set out as part of your service.
Yes. We often work alongside internal IT teams, developers and other suppliers, taking responsibility for the managed infrastructure while they continue to manage the applications, software or other areas they specialise in.
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