Getting started with Ark Assist
Out-of-hours and emergency support
What counts as an emergency, who to call outside office hours, and what to do first.
Last reviewed 20 August 2026
Standard support runs during business hours. Genuine emergencies — a site down, a suspected breach, a server that won't come back — should always be phoned through rather than emailed.
Call 01329 800651. If it's outside office hours and you have out-of-hours cover on your agreement, follow the prompts to reach the on-call engineer.
Before you call, if it's safe to do so
- 1Note exactly what's affected — one machine, one office, or everything.
- 2If you suspect ransomware or a compromise, disconnect the affected machine from the network but do not switch it off.
- 3Don't start restoring backups or 'cleaning up' — it can destroy the evidence we need.
- 4Have a mobile number we can reach you on that doesn't depend on the failing system.
If your email is the thing that's compromised, contact us by phone. Attackers commonly read and delete the very messages you send asking for help.
Still stuck?
Log it with the helpdesk and a real engineer will pick it up — or book a call if you'd rather talk it through.