Our standard support hours are Monday to Friday, 09:00 to 17:30, excluding public holidays.
During these hours, the Fastnet Support Team can assist with general support queries, service faults, configuration questions, and account-related technical issues.
Out-of-hours support
We also provide 24/7/365 support for selected higher-level services, such as:
- Datacentre services
- Leased lines
- Virtualisation services
If your service includes out-of-hours support, the relevant contact details will be provided in your handover documentation. This documentation is emailed to you once your order has been processed and your service details have been confirmed.
When to use out-of-hours support
Out-of-hours support should be used for urgent service-impacting issues affecting eligible services. Examples may include a leased line outage, datacentre connectivity issue, or a critical virtualisation service fault.
General queries, non-urgent changes, billing questions, and standard support requests should be raised during normal support hours.
If you are unsure
If you are unsure whether your service includes out-of-hours support, please refer to your handover documentation or contact the Fastnet Helpdesk during normal support hours and we will be happy to advise.