What are your response time targets?

Non-urgent tickets (Low or Medium urgency): reply within one working day. High or Critical tickets from managed-services clients: reply within one hour during business hours (Monday to Friday, 9am to 5pm). Out-of-hours critical issues for managed clients should also use the managed endpoint systray agent for the fastest response.

Get the help you need — plain and simple

Use this form for any non-urgent issue or question. Every submission gets a ticket reference and a reply within one working day. If it's urgent and you're a managed-services client, scroll down — the contact details for urgent issues are right below.

For existing managed-services clients

If something is urgent during business hours (Monday–Friday, 9am–5pm), call 01759 686 660 or email [email protected] — we will pick that up faster than this form. You can also use the managed endpoint systray agent on your device to flag an issue directly. For anything else — a question, a non-urgent fault, a billing query — the form below is the cleanest route. Every submission gets a ticket reference and a guaranteed response within one working day.

Submit a Support Ticket

Your name

Company

Email address

Phone number (optional)

Client reference (optional) If you are on a Wolds Cyber managed plan, enter your company short-code here. Leave blank if you are not sure or are a new enquirer.

Urgency

Ticket submitted

Your ticket reference is below. Charles will review it and reply to your email address — usually within one working day, faster for High or Critical submissions during business hours.

Your reference

Keep this reference handy. If you need to follow up, reply to the email you will receive — do not submit a duplicate ticket via this form.

Response time targets

Low — general question Reply within one working day

Medium — one user affected Reply within one working day

High — several users affected Within 1 hour (managed clients, business hours)

Critical — business stopped Within 1 hour (managed clients, business hours)

What to expect after you submit

1. Ticket reference issued

You get a unique reference on screen (e.g. WCS-AB3X7F) the moment you submit. The same reference appears in your confirmation email. Keep it handy.

2. Charles triages your ticket

Every ticket is read by a person, not a bot. Urgency and category are used to prioritise. High and Critical tickets from managed clients are actioned first during business hours.

3. Direct email reply

You will receive a direct reply from [email protected] — not a canned response, not an auto-close. All follow-up happens in that email thread using your ticket reference.

Frequently asked questions

The form is available 24/7. If you submit outside business hours (Monday–Friday, 9am–5pm), your ticket will be picked up the next working morning. For genuine out-of-hours emergencies, managed-services clients should use the managed endpoint systray agent on their device — that generates an alert regardless of time.

Not via this form — file attachments are not supported here. Describe the issue as fully as you can, including any error messages you see. If screenshots or log files would help, we will ask you to send them once we reply to your ticket.

No. Anyone can submit a ticket. Our guaranteed one-working-day response applies to clients on a current Wolds Cyber managed or compliance plan. We will still respond to everyone else, but those replies are prioritised after client tickets.

You will see a ticket reference on screen (e.g. WCS-AB3X7F) and receive a confirmation by email. Charles triages all submissions and replies directly from [email protected]. There is no automated triage system — a human reads every ticket.

Reply to the email thread for the existing ticket. Do not open a new ticket via this form — that creates a duplicate and slows things down. If you have lost the original email, send a fresh email to [email protected] and mention the ticket reference if you have it.

Non-urgent tickets (Low or Medium urgency): reply within one working day. High or Critical tickets from managed-services clients: reply within one hour during business hours (Monday–Friday, 9am–5pm). Out-of-hours critical issues for managed clients should also use the managed endpoint systray agent for the fastest response.