Super fast response


super fast response time

Like all IT support companies we have in place guaranteed response times based on the priority of the item(s) affected and the severity of the issue. Response times are measured from the moment the customer submits a support request via Astaris’ online support system.

Our guide response times are detailed below, however

95% of tickets raised are responded to same day and 75% of all tickets are resolved


Complete degradation, all users and critical functions affected.
Item or service completely unavailable.

Response time: 1 hour


Significant degradation, large number of users or critical functions affected.

Response time: 4 hours


Limited degradation, limited number of users or functions affected.
Business processes can continue.

Response time: 10 hours


Small degradation — few users or one user affected.
Business processes can continue.

Response time: 24 hours (3 working days)

If your current provider is not smashing their own guaranteed response times, talk to us 01273 359 133



I have been pleasantly surprised by the pro-active nature of Astaris’s support and the speed of response. Very often they will raise an issue that we are not even aware a problem and have it sorted without delay. They have been very helpful in bringing our entire IT system up to a more modern spec in a cost effective way and also helped us with hardware and systems they did not supply. Well done and thank you.

Brandon Harris

Owner, Change Hove