Quick answer: How to get support from Reflective IT
Call our Service Desk on 0207 317 4535 (Mon–Fri, 8am–6pm) for anything urgent, email support@reflectiveit.com for detailed or non-urgent requests, or click the red ‘R’ icon next to your clock to raise a ticket from your desktop. You’ll get a ticket reference straight away.
Welcome to Reflective IT
Over the past few months, more than 30 SecureDesk clients have joined Reflective IT, and we’re delighted to have you with us. We’ve been making IT effortless for businesses since 2003, and today we look after more than 150 organisations across the UK and beyond.
This guide explains everything you need to know about getting support from us: how to raise a ticket, what to include, how quickly we’ll respond, and who to contact for what.
How to Raise a Support Ticket
There are three ways to get in touch with our Service Desk. Whichever you choose, your request is logged as a ticket and you’ll receive a reference number.
- Call us on 0207 317 4535 (Monday to Friday, 8am–6pm). Best for urgent issues: your call is logged and prioritised straight away.
- Email support@reflectiveit.com. Best for detailed or non-urgent requests. You can email at any time and we’ll reply with your ticket reference.
- Use the remote agent. Click the Reflective IT icon in your system tray (the white ‘R’ on a red background, next to the clock) to raise a request from your desktop.
What to Include in Your Ticket
The more we know up front, the faster we can fix things. Where you can, please tell us:
- A clear description of the issue
- When it started
- What you were trying to do at the time
- Any error messages (a screenshot is ideal)
- How many people are affected
Our Response Times
You don’t need to choose a priority. We set it when your ticket arrives, based on the impact on your business. Telling us how many people are affected helps us get it right.
| Priority | Example | First response | Resolution target |
|---|---|---|---|
| Critical | Site, internet or server failure | 30 minutes | 4 hours |
| High | Several users unable to work, or a critical application fault | 2 hours | 6 hours |
| Medium | Standard non-critical incident or request | 4 hours | 12 hours |
| Low | Request with no critical time pressure | 12 hours | 28 hours |
We aim to meet our first-response target on 95% of tickets and our resolution target on 90%.
What Happens After You Log a Ticket
- Log: you call, email or use the remote agent.
- Triage: we assess the business impact and set the priority.
- Work and update: your engineer keeps you updated until the issue is resolved.
- Resolve and feedback: we agree the fix with you before closing the ticket, then ask how we did.
Your Key Contacts
- Support: 0207 317 4535 or support@reflectiveit.com
- Account management: Dan Raper, Technical Account Manager
- Site visits: Mark Grafton schedules on-site support
- New services and upgrades: sales@reflectiveit.com
Every client has a dedicated Technical Account Manager and regular account reviews, so you always have someone who knows your business and can help plan what’s next for your IT.
Reflective IT Tip
For anything urgent, such as no internet, a server down or several people unable to work, always call us rather than emailing. Your ticket is prioritised immediately.
Tell Us How We Did
When each ticket is closed, you’ll receive a short feedback email from Feefo. Your reviews help us keep improving, and they’re why we hold the Feefo Platinum Trusted Service Award, with a 4.9/5 rating. Between now and 17 December, every review also enters you into our Christmas prize draw to win a pair of Meta AI glasses.
Frequently asked questions
Do I need to choose a priority when I raise a ticket?
No. We set the priority based on the impact on your business. Just let us know how many people are affected.
Can I email outside office hours?
Yes. You can email support@reflectiveit.com at any time and your ticket will be logged. Our phone lines are open Monday to Friday, 8am–6pm.
Where do I find the remote agent?
Look for the white ‘R’ on a red background in your system tray, next to the clock on your taskbar. If you can’t see it, give us a call and we’ll help.
Who do I speak to about new services or a bigger project?
Talk to your Technical Account Manager, or email sales@reflectiveit.com.
Need Help or Have Questions?
Our team is always happy to help. Contact us or get in touch directly:
📞 0207 317 4535 | 📧 support@reflectiveit.com
