Emergency IT support

Something down right now?

You do not have to be a client. Tell us what is broken and we will start working out how to fix it. Triage costs nothing, and you will know the price of the fix before we touch anything.

Tell us what is happening

Six quick answers is usually enough for us to know what we are dealing with. This reaches us straight away.

What is down?

Where does it stand right now?

When did it start?

How many people are affected?

What exactly are you seeing? Error messages, and anything that changed recently

Your name

Company (optional)

Email one we can actually reach

Mobile (optional)

Best way to reach you

If your email is down, use the mobile field and pick “text me”. We will reply there.

Rather not use a form?

Any of these reach the same place.

Text us 609-782-8324 Fastest if your email is the thing that is broken. Email us [email protected] Put what is down in the subject line. Call us 609-782-8324 If you would rather talk it through.

Live chat Coming soon We are building this into our 3CX platform.

Do these while you wait

None of it costs anything, all of it either helps or stops the situation getting worse.

Write down the exact error. Photograph the screen if it is easier. The precise wording often identifies the cause on its own.
Note the time it started and what happened just before: an update, a new device, a storm, someone changing a password.
Check whether it is everyone or one person. One person points at a device or an account. Everyone points at the network or a service.
Stop rebooting things repeatedly. One restart is a reasonable test. Repeated restarts destroy the logs we need and can corrupt data mid-write.
If email is down, check the Microsoft 365 service health page before assuming it is your setup. Sometimes it genuinely is not you.
Do not let anyone remote in who called you unprompted. Outages are when scam “support” calls land, and they are convincing.

If you think this is ransomware or a breach: disconnect the affected machines from the network, wired and wireless, but do not power them off and do not delete anything. Do not pay. Powering off can destroy evidence and sometimes the only copy of the decryption key in memory. Tell us straight away and say “suspected ransomware” so we treat it correctly from the first minute.

What this costs

Triage is free. Telling us what is broken, and us working out what is actually wrong, costs you nothing and commits you to nothing.

You approve the price before any work starts. Once we know what we are dealing with we tell you what it will take to fix, and you decide. No work happens, and nothing is billable, until you say yes.

No obligation afterwards. Plenty of people find us in an emergency, get fixed, and go back to whatever they were doing. That is fine. If you do want someone looking after this properly afterwards, our managed IT support is where most people land.