Superhighways HelpDesk
When your computers let you down at just the wrong moment - you need a HelpDesk that can sort out your problems there and then!
The Superhighways HelpDesk will provide support when you need it most - Monday to Friday, 10:00am to 4:00pm.
Members have unlimited access to the Superhighways HelpDesk service (subject to our Fair Use Policy). Non members can also contact our HelpDesk, but must understand that calls from Members will take priority.
Requests for support can be made by telephone on 020 8123 8079 or Skype "Superhighways", or by email support@superhighways.org.uk.
Prioritisation
All HelpDesk Requests will be triaged. Response times from our ICT Support Workers will be informed by this assessment (see table below), so the highest priority is not given according to “Who Shouts Loudest”!
| Priority | Problem | Example |
| High | Mission critical (e.g. total network or server failure) | no-one in the organisation is able to work... |
| Medium | Important (e.g. application or PC failure) | probably affecting just one PC or user... |
| Low | Irritant (e.g. specific problem facing just one user) | can't get Word or Excel to do something specific... |
Dial-in
Wherever possible, we will fix problems by dialling in to your PC or server remotely. This has now become common practice and will resolve issues far more quickly than waiting for an onsite visit from a Support Worker. We do not charge for dialling in to your PC or server if the problem can be solved within an hour.
We may need to install software on your PC or server, so please let us know if you are NOT happy for us to do this.
