Welcome to Reflective IT
Your quick-start guide to our Service Desk, SLAs and key contacts.
Welcome to Reflective IT. This page is your quick-start guide to our Service Desk – how to log a ticket, what to expect, and exactly who to contact for what.
Since 2003 we've been making IT effortless for small and growing businesses, giving you access to experienced technical specialists who understand your environment, your users and your needs. Every issue you raise with us is tracked from first contact through to resolution.
Bookmark this page – it covers everything a new team member needs to get comfortable working with us, from raising your first ticket to understanding our response times and knowing your dedicated contacts.
- How to log a support ticket – by phone, email or our remote agent.
- What information to include so we can help you faster.
- Our Service Level Agreement – response and resolution targets by priority.
- What happens after you log a ticket, from triage through to resolution.
- Your key contacts – who to reach for account queries, site visits, service delivery, sales and support.
- Where to find useful cyber security and IT guidance for your day-to-day work.
Our promise 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 – and we hold ourselves to it:
- Provide first-class IT support at all times.
- Deliver measurable business benefits, not just tickets closed.
- Develop a close working relationship with all key team members.
- Become a trusted business partner and valued advisor.
- Record and track every reported issue through to resolution.
- Proactively monitor client issues and highlight training or education needs.
How to log a support ticket
You can reach our Service Desk in three easy ways. Here's how each one works, and how to help us help you faster:
Call Us Directly
Call our Service Desk on 0207 317 4535. Your call is logged, prioritised, and you'll be given a ticket reference number immediately – ideal for anything urgent.
Email the Service Desk
Send your request to support@reflectiveit.com. Our team will pick it up, log a ticket, and respond with a reference number – a good option for anything non-urgent or detailed.
Use the Remote Agent
Look for the Reflective IT remote agent icon in your system tray – the white 'R' on a red background, next to the clock. Click it to raise a request directly from your desktop.
What to Include in Your Request
A clear description of the issue, when it started, what you were trying to do, any error messages, and how many people are affected helps us resolve things faster.
Ticket Triage & Prioritisation
Every ticket is evaluated for its business impact and classified against our SLA on receipt, so it's handled by the right person, in the right order.
Staying Updated
We update you regularly on the status of open tickets, and agree resolution with you before closing – you're never left wondering where things stand.
Your Service Level Agreement, explained
Our SLA defines response and resolution targets for every issue you log with us. We classify each ticket on receipt against a 95% first-response goal and a 90% resolution goal:
- Critical – site, internet or server failure requiring immediate response. First response: 0.5 hrs. Resolution target: 4 hrs.
- High – multiple end users unable to work, or a critical application fault. First response: 2 hrs. Resolution target: 6 hrs.
- Medium – a standard non-critical incident or request. First response: 4 hrs. Resolution target: 12 hrs.
- Low – a request with no critical time pressure attached. First response: 12 hrs. Resolution target: 28 hrs.
- Priority is set by us on receipt based on business impact – you don't need to specify it yourself, though telling us how many people are affected helps.
What this means for you
As a Reflective IT client, here's what you can expect day to day:
One dedicated team
You're supported by a Service Desk that gets to know your environment, your users and your needs – not an anonymous rotating queue.
Fast response times
Every ticket is classified against a published SLA the moment it lands, so you know what to expect and when.
Proactive monitoring
We monitor for issues and concerns before they become a ticket, and flag training or education needs we spot along the way.
Support wherever you work
Phone, email or our remote agent – log a ticket the way that suits you, from any device, wherever you're working.
Secure & compliant by design
As an ISO 27001, ISO 9001 and Cyber Essentials certified provider, information security is built into how we handle every request.
Feedback that drives improvement
We ask for feedback every time a ticket closes – it's how we've earned our Feefo Gold Trusted Service Award, and how we keep improving.
How it works
From the moment you get in touch to the moment your ticket closes, here's what happens behind the scenes.
Your Key Contacts
Your dedicated team is here to support you from day one. Here's exactly who to reach, and for what:
Account Manager
Dan Raper – your primary point of contact for anything account-related.
Site Visit Requests
Mark Grafton – scheduling any on-site support you need.
Service Delivery Queries
Service Desk Manager (TBC) – for questions about how your service is delivered.
Support Email
support@reflectiveit.com – log tickets by email, any time.
Office Phone
0207 317 4535 – Mon–Fri, 8am–6pm.
Sales Queries
sales@reflectiveit.com – for new services and upgrades.
Need something else?
Whether you've got an issue right now or just want to understand your service terms, we've made it easy to find what you need. We've been making IT effortless for businesses since 2003.
Log a Ticket Now
Read our Master Agreement
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