Fast, secure remote support for contracted business clients. Enter your session code, raise a ticket or call the helpdesk and we will get your team working again.
Already speaking to one of our engineers? Enter the code they have given you below to connect securely.
[ISL LIGHT FORM PLACEHOLDER]
Your name + session code fields and a Connect Now button go here, using the website integration code from the ISL Online account.
[CONFIRM: 6 or 9 digit code]
Enter your session code to connect with an on-duty engineer.
Only enter a code that an Outsourced IT engineer has given you during a live call. We will never send you a session code by email or text message, and we will never ask you to connect out of the blue.
Call the helpdesk or raise a ticket and describe the issue.
Your engineer reads out a one-time session code.
Enter the code and allow the ISL Light prompt. Nothing connects without your permission.
You can see everything the engineer does and end the session at any time.
Choosing the right channel helps us prioritise properly and keeps a record of every request against your account.
Best for anything stopping work right now, such as a server, internet or email outage.
Best for non-urgent requests, new starters, leavers and access changes. [CONFIRM: ticket portal URL]
Emails log a ticket automatically. Include your name, company and phone number. [CONFIRM: support email]
[CONFIRM: e.g. Monday to Friday, 8:30am to 5:30pm, plus any out-of-hours cover]
Every contracted client has a timed service level agreement. We guarantee work starts on your issue within the agreed response time for its priority level.
| Priority | What it means | Example | Response target |
|---|---|---|---|
| P1 Critical | Whole business or site cannot work | Server down, no internet, ransomware alert | [CONFIRM] |
| P2 High | A team or key system is affected | Shared drive unavailable, department printer down | [CONFIRM] |
| P3 Normal | One user affected, workaround available | Outlook issue on one laptop | [CONFIRM] |
| P4 Request | Planned work or changes | New starter setup, software install | [CONFIRM] |
Your exact response times are set out in your support agreement. For P1 and P2 issues, always phone rather than emailing.
Most issues are resolved on the first call [CONFIRM: 70% figure]. When something needs more, it follows a clear route so nothing gets lost.
Outsourced IT is a managed service provider for small and medium-sized businesses and charities. We look after company networks, servers, cloud systems and staff devices under a support agreement.
We do not offer walk-in, one-off or domestic computer repairs, and we are unable to help with personal devices unless they belong to a contracted client’s business.
If you run a business within 40 miles of Biggleswade and want dependable IT support for your team, we would be glad to hear from you.
Contracted clients benefit from security tools we manage on their behalf, including Barracuda protection for email and the network perimeter [CONFIRM: Barracuda products]. These filter spam and malicious attachments, block known threats before they reach your staff, and alert our engineers to unusual activity.
Received a suspicious email?
We are likely to be a good fit if your organisation:
It is a one-time code that lets an Outsourced IT engineer connect to your computer through ISL Light, a secure remote support tool. The code only works for that session and the connection needs your approval before it starts.
Yes. Sessions are encrypted, you must approve the connection, and you can see what the engineer is doing throughout. You can end the session at any time. Only use a code given to you by our engineer during a live call.
Contracted clients can raise a ticket through the support portal or by email, which logs a ticket automatically. For anything urgent, such as a server or internet outage, call 01767 600604.
Response times depend on the priority of the issue and are set out in your service level agreement. Critical issues affecting your whole business are handled first. [CONFIRM: P1 target]
No. We provide contracted IT support to businesses and organisations only. We can support staff devices, including home workers, when they are covered by their employer's agreement with us.
Yes. Contracted clients within our 40-mile service area around Biggleswade receive on-site support when a remote fix is not possible.
Talk to our Biggleswade team about a support agreement built around your business.
