Telephone
Ring 0121 233 0200 and speak to an engineer, not a call handler reading a script. This is the fastest route for anything urgent.
Support & SLA
A real engineer, on a real phone number
Support is the difference between a good email platform and a bad experience of one. Ours is delivered by the same Birmingham team that has supported British businesses since 1999, and it is included — not a tier you buy separately.
How to reach us
Four routes in, all of them included
support@myexchangeserver.co.uk opens a ticket automatically and is monitored during business hours, with out-of-hours alerting for platform incidents.
Self-service
Most day-to-day changes — new mailboxes, password resets, permissions, distribution lists — you can do yourself in SolidCP without contacting us at all.
Escalation
Every customer has a named account contact and a documented escalation path with direct numbers. You are never stuck in a queue with no way up.
Service levels
What we commit to, and what happens if we miss it
Response time is the time until an engineer is working on it and has told you so — not the time until an automated acknowledgement arrives.
| Priority | What it covers | Response target | Cover |
|---|---|---|---|
| P1 — Platform down | Mail flow stopped or Exchange unreachable for an organisation | 15 minutes | 24 / 7 / 365 |
| P2 — Major degradation | Severe delays, a failed database, or a whole site unable to connect | 1 working hour | 24 / 7 / 365 |
| P3 — Single user affected | One mailbox, one device or one permission problem | 4 working hours | Mon–Fri 09:00–17:30 |
| P4 — Request or question | Mailbox changes, advice, configuration guidance | 1 working day | Mon–Fri 09:00–17:30 |
99.9% availability
Measured monthly across the platform, excluding scheduled maintenance notified at least five working days in advance.
Service credits
Miss the target and you receive a credit against the following month, calculated as a percentage of your monthly fee and applied on request.
Maintenance windows
Planned work runs between 22:00 and 06:00 UK time, notified in advance, and is designed to be non-disruptive through DAG failover.
Beyond email
We are an IT support company that happens to run an Exchange platform
MyExchangeServer is operated by E-Consulting Ltd, who have supported British businesses for over 25 years across managed IT, cyber security, networks, firewalls, cloud and CCTV. That matters when your email problem turns out not to be an email problem.
A message that is not arriving is quite often a DNS record, a firewall rule, a misconfigured line-of-business application or a compromised workstation. A provider that only sells mailboxes will tell you the mailbox is fine and close the ticket. We will look at the rest of it, because we understand the network your email plugs into and we would rather solve the problem than win the argument.
If you would like us to look after more than the email, we can. If you have your own IT team or an existing IT partner, we work alongside them happily — a good proportion of our hosted Exchange customers come to us through their IT provider.
Existing customer?
Use these first — most things are faster than a ticket.
Mon-Fri 09:00-17:30, with 24/7 emergency cover for platform incidents
Questions
Support FAQs
Do you offer a service level agreement?
Yes. We commit to 99.9% platform availability measured monthly, with service credits if we miss it. Support runs Monday to Friday, 09:00 to 17:30, with 24/7 emergency cover for platform-affecting incidents. Business Critical customers get out-of-hours response as standard.
What happens if we want to leave?
There is no minimum term and no exit penalty. Give us 30 days notice and we will export your mailboxes to PST or assist a migration to your new provider. Your data is yours, and we will not hold it hostage to keep your business.
Where is my email actually stored?
In UK data centres, and only in UK data centres. Your mailbox databases, their replicas and their backups all sit on infrastructure we control on British soil, and that commitment is written into your contract. Support is delivered by our own engineers in Birmingham, so nobody outside the UK handles your data.
Try ringing the number before you buy
Genuinely. Call 0121 233 0200 during business hours and see who answers and how long it takes. Then call your current provider and do the same. That comparison tells you more than any page of ours can.
- Free assisted migration
- No set-up fee, no minimum term
- UK data centres, UK engineers