Why we don’t have a number to call
It’s a deliberate choice ‐ and it means better, faster support for the businesses we work with.
We know a public phone number is what people expect. But after years of doing this, we’ve found that a ring-any-time support line quietly works against the very thing you’re paying us for: focused, reliable help.
So instead of a switchboard, we run our support by email. Here’s why.
It protects our committed clients
An open phone line is a constant interruption. Every unscheduled call pulls an engineer off whatever they were doing ‐ and more often than not, that “whatever” is work for a client who has already committed to a support contract. We think that’s unfair to the people who’ve trusted us with their IT. Keeping the phones quiet means their work gets our full attention, not what’s left over after the interruptions.
Most calls are better as emails
The vast majority of the questions that would come in by phone can be handled just as well ‐ usually better ‐ over email. There’s no phone queue and no waiting on hold, you can send a screenshot or an error message that describes the problem far more accurately than words on a call, and your request lands with the right person instead of whoever happens to pick up.
Email gives a support journey we can track
A phone call disappears the moment it ends. An email thread doesn’t. When everything is in writing we can follow the whole journey of an issue from the first message to the fix ‐ what was tried, what worked, and what to do if it happens again. Nothing gets lost, nothing gets forgotten, and if a problem comes back we already have the history.
Customers still get a phone number
None of this means you’re stuck if you need to talk to us. Once you’re on a support package, you get a dedicated support phone number for fast, direct help ‐ it’s just reserved for the clients who’ve committed to us, so it stays quick to answer.