Making IT Effortless for Small & Growing Businesses Since 2003
We give you access to highly experienced IT and business specialists, delivering a service that is 100% customised to your unique business requirements.
First-Class IT Support, Tailored to You
Reflective IT gives you access to highly experienced and knowledgeable IT and business specialists. We work closely with you to deliver a service that is 100% customised to your unique business requirements.
- Provide first class IT support at all times
- Deliver measurable business benefits
- Develop a close working relationship with all key team members
- Become a trusted business partner and valued advisor
The Reflective IT Service Desk
Our Service Desk is manned by a team of experienced technical specialists who understand your environment, your users and your needs. All IT issues are tracked through our ticketing system from first contact to resolution.
- Record and track all reported IT issues
- Receive all calls and provide a ticket reference number
- Escalate issues in line with our in-house procedure
- Update you regularly on the status of open tickets
- Agree resolution and close tickets with you
- Proactively monitor client issues and concerns
- Highlight client training and education needs
How to Log a Support Ticket
You can reach our Service Desk in three easy ways. Once logged, we evaluate your issue, understand its business impact, and escalate accordingly — keeping you fully informed throughout.
Call Us Directly
Call our Service Desk team on 0207 317 4535. Your call will be logged, prioritised and you'll be given a ticket reference number immediately.
Email the Service Desk
Send your request to support@reflectiveit.com and our team will pick it up, log a ticket and respond with a reference number.
Remote Agent
Use the Reflective IT remote agent icon in your system tray — the white 'R' on a red background in the bottom-right corner of your screen, next to the clock.
Service Level Agreement
Our SLA defines response and resolution targets for every issue you log with us. Our team classifies each ticket on receipt to ensure correct prioritisation and handling.
| Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Site, internet or server failure requiring immediate response | 0.5 hrs | 4 hrs |
| High | Multiple end users unable to work, or critical application fault | 2 hrs | 6 hrs |
| Medium | Standard non-critical incident or request | 4 hrs | 12 hrs |
| Low | A request that has no critical time associated | 12 hrs | 28 hrs |
What Our Clients Say
We actively seek feedback every time a ticket is closed. Our Feefo Gold Trusted Service Award 2024 reflects the standard we hold ourselves to.
Communications providers often make the end-to-end process so time consuming and complex, fortunately we haven't had to deal with any for the last few years thanks to Reflective IT's oversight!
I can honestly say that Reflective IT are the best outsource company I have ever had the pleasure of using.
The staff are always understanding and very helpful — thank you!
Key Contacts
Your dedicated team is here to support you from day one. We will develop a thorough understanding of your IT setup and build close working relationships with your team.
Ready to Take the First Step Towards a Secure Digital Future?
Since 2003, we have worked with clients at every stage of the IT services lifecycle, guiding their digital journey with an outstanding, personal and cost-effective service.
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