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Raising a fault

Need help? If you're experiencing a problem our Service Desk team are on hand to help. â€‹

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To log an incident, you can contact our Service Desk during office hours by:

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Before speaking to our support team regarding any fault, please ensure that you carry out all the basic checks below. This will help us resolve your issue as quickly as possible.

  • How quickly can we get started?
    We can typically onboard new clients in under 30 days, depending on the complexity of your IT needs. No matter what your requirements, we'll work closely with your team to ensure an onboarding plan that works for you.
  • Do you offer fully outsourced or co-managed IT?
    Both. We can act as your full IT department with 24/7 managed support or we'll work alongside your internal team, providing additional expertise and working to your IT strategy. Find out more about our co-managed IT here!
  • Are cyber security services included?
    Our MSP packages include key protections like antivirus, patching and email defence. For more advanced cyber security protection, we offer fully managed cyber services are available as add-ons. Find out more about our cyber offering here.
  • Where can you provide support to?
    We are primarily based in Glasgow, Scotland, but we support businesses across the UK, with remote and onsite capabilities.
  • What makes KubeNet different?
    Your trusted technology partner is not just a tagline - it's our ethos. You’ll have a named account manager, regular reviews, and a partner who proactively plans your IT, not just reacts to issues.
a woman helping manage a customer service request

If you can answer YES TO ALL, please contact our Support Team and provide:

  • Service Reference details of the service affected such as phone number, circuit reference, location

  • Fault description – please provide as much detail as possible to ensure our team can troubleshoot the fault as quickly as possible

  • Impact and Urgency of the fault – please advise of the impact of the fault including the number of users affected.

 

We understand that regular communication is important when an incident has been raised. Therefore our engineers will keep you fully informed throughout.

Priority
Response
Update
Exceptions/Criteria
Priority 1
15 minutes
30 minutes
Where KubeNet is not the resolver
Priority 2
30 minutes
60 minutes
Where KubeNet is not the resolver
Priority 4
2 hours
24 hours
Where KubeNet is not the resolver
Priority 3
1 hour
24 hours
Where KubeNet is not the resolver

For full information on how your fault will be looked after, and definitions of our priority levels, please read our customer service plan document here.

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