Support with times attached to it
Every managed client gets portal-based support, agreed response windows and an escalation route that actually goes somewhere.
Service levels
What we commit to
We manage hundreds of sites and thousands of network devices. The support process is built so that volume doesn’t turn into silence.
| Item | Commitment |
|---|---|
| Typical response | Within 24 hours |
| Non-urgent requests | 1–3 working days |
| Escalation threshold | 48 working hours without response |
| Office hours | 09:00–17:00, Mon–Fri (excl. bank holidays) |
| Monitored contracts | 24/7 system monitoring available |
Raise a ticket
Customer support portal
The fastest route to an engineer. Everything is logged, timestamped and traceable.
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Customer portal
Raise a ticket, or check one you’ve already logged
Log in below to submit a new request or track progress on an existing one. First time here? Create an account — it takes a moment and keeps all your tickets in one place.
Stuck? Ring the office on 01642 687045 or email hello@key-vision.co.uk and we will sort it out.
Common questions
Before you raise a ticket
How do I raise a ticket?
Through the customer support portal. Log in with your account — or create one if this is your first ticket — and submit the details. The portal timestamps everything, so there’s a record of when it was raised and what was said.
What happens after I submit?
Our engineers are notified immediately and work through tickets in the order received, prioritised by impact. You’ll normally hear back within 24 hours; the committed window for non-urgent requests is 1–3 working days.
What if nobody has come back to me?
If a ticket has had no response after 48 working hours, escalate it. Ring the office on 01642 687045 or email hello@key-vision.co.uk quoting the ticket number and it will be picked up.
My Wi-Fi keeps dropping — what should I check first?
Note when it drops and which devices are affected, then raise a ticket with that detail. Patterns matter: a drop at the same time daily usually points to something scheduled, while a drop in one area points to coverage or a failing access point.
A device won’t authenticate on the network.
Have the device’s MAC address and the port or access point it’s connecting through ready when you raise the ticket. Most authentication issues are resolved remotely once we can see the device on the switch.
Is my ticket data secure?
Yes. Tickets are encrypted and held in encrypted cloud storage, handled in line with UK GDPR and the Data Protection Act 2018. Details of how we process it are in our privacy policy.
Not on a support contract yet?
Managed cover is a monthly subscription with agreed response times, proactive monitoring and a named engineer. Ask what it would cost for your site.