Something urgent needs attention
If a service Chrome supports has stopped working and it is affecting the business, call us. Do not wait for an email reply.
What counts as urgent
Urgent usually means a service the business depends on is unavailable, rather than something inconvenient.
Examples include no inbound or outbound calls across the business, a site with no internet, a phone system that is not routing calls, or a suspected security incident such as a compromised account.
A single user with a handset problem, a password reset or a question about a bill is normally better handled through the usual support route. It will still be picked up, and it keeps the urgent line clear.
If you are not sure which it is, call. We would rather triage it than have you wait.
What happens when you contact emergency support?
Call 03333 212 707. Our office hours are Monday to Friday, 8:30am to 5:00pm.
Whether cover applies outside those hours depends on the services you take and what your agreement with Chrome says. If you are not sure what yours covers, ask us and we will confirm it in writing before you need it.
Who you are
Your business name and the site affected, plus a name and number we can reach you on right away.
What has stopped working
The service, and what you are seeing. “No calls in or out since 9am” tells us more than “the phones are down”.
How widespread it is
One user, one site or everyone. This changes where we look first, so it is the most useful thing you can tell us.
What changed
Any recent change, power cut, building work or new equipment. Also whether anything has already been tried.
Before you need it
The worst time to work out who to call is during an outage.
It is worth checking now which of your services Chrome supports, what your agreement says about response times and out-of-hours cover, and who in your business is authorised to report a fault.
It also helps to keep a mobile number on file that does not depend on the phone system, so we can still reach you if the phones are the problem.
Ask us to confirm any of this in writing. We would rather set expectations properly than have you find out during an incident.
Emergency support FAQs
The questions worth answering before something goes wrong.
Does Chrome offer 24/7 support?
Cover outside office hours depends on the services you take and what your agreement says. Ask us to confirm what applies to your account, and we’ll put it in writing.
What are the normal hours?
Monday to Friday, 8:30am to 5:00pm.
Should I email or call?
Call. Email is fine for everything else, but for an urgent fault a phone call gets someone looking sooner.
What if the fault is not with Chrome?
We’ll tell you. Where a network operator, landlord or another supplier needs to be involved, we’ll explain what we can do and what has to happen elsewhere.
Can I report a fault if I am not the main contact?
Call us and we’ll take the details. For some changes we may need to confirm the request with an authorised contact before acting.
Not sure what your agreement covers?
Ask us now rather than during an incident. Tell us which services you take and we’ll confirm what applies, including any out-of-hours arrangements.