Synapse 360 Support Services provide rapid access to highly skilled and experienced technical support teams when you need them most, providing you with a single point of contact when something goes wrong or when technical advice and guidance is required across the hardware and software estate in your data centre. To log a service call please follow the procedures below, or click on the icons at the bottom of the page.

Telephone

  1. Call +44 (0)1624 675911
  2. State your name, company and primary contact number
  3. Give a brief description of your issue and the impact it is having on your business and users
  4. If the support is to aid with on-going maintenance, please provide a required time period/date for resolution
  5. Depending on the current queue level and your contract – you may need to stay on the line and the support engineer will begin to review and resolve your issue; alternatively you will receive a call back from the same or alternative engineer to qualify the details of your issue.

 

Email

  1. Send your message to: helpdesk@synapse360.com
    (only pre-registered email addresses will receive a response. If you want to check your registration, please call us on +44 (0)1624 675911)
  2. In the subject state the type of issue you are having.
  3. If this is an Emergency please state this in the subject line.
  4. Within the email body please include the following:-

i. Contact phone number if different from those registered.
ii. Required date for resolution
iii. Detailed description of the issue or activity – include details or the device/server/user, IP addresses, relevant passwords or where to find them, applications impacted and priority. You should receive and automated response with a Service Ticket Number. The Service Team will be notified and an appropriate resource assigned.

 

Web

  1. Open an internet browser and enter https://helpdesk.synapsemg.com/support
  2. Login using your email and default password (changeable once logged in).
  3. Menu options that appear will vary based your contracted service level.
  4. Select the New Ticket option under Navigation/Service.
  5. Enter the required details indicated.
  6. If this is an Emergency tick the box and attach any relevant documents.
  7. Click Save
  8. Depending on your user permissions the ticket will be automatically approved and submitted to the Service Desk. Please contact your supervisor/manager if the ticket continues to remain unapproved.
 To see the status of your tickets select the List Tickets option under Navigation/Service

 

RDS

 

SERVICE STATUS

 

Periodically, it is necessary for us to carry out maintenance on our managed services. On those occasions when work is being undertaken we will endeavour to keep any disruption to service to a minimum.

If you are experiencing a real-time, operational issue with one of our services that is not described below, please inform us by email  (helpdesk@synapsemg.com) or by calling +44 (0)1624 675911  to submit a service issue ticket. Please do not forget to specify your name and mail address when reporting the issue.

Recent Service Status Announcements:

Why Synapse360

Synapse360 has over 17 years’ experience in infrastructure design and deployment. We are one the UK’s leading providers of converged infrastructure solutions and Synapse360 are fully accredited with Dell-EMC, VMware and Cisco.

To start your infrastructure transformation, please contact us for a no-obligation assessment.

Contact us Request assesment

Since we engaged with Synapse360 we have found them to be very attentive and their advice and guidance has always been spot on.

BDP

Steve Peary

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