Support Overview
Support Helpline : +44 (0) 330 08 58 68
Support e-mail: support@tranquilit.net
Support Online: https://sentinel.tranquilit.cloud
Tranquil IT supply two levels of support, Standard and Premier
Standard Support
Monday - Friday
9am - 5:30pm
Any support required outside of standard support hours is a chargeable service.
You can obtain support outside of standard hours by calling the normal support helpline and following the instructions. It will be necessary to agree to charges prior to being put through to the support engineer.
Premier Support
Monday - Friday
8am - 8pm
When calling outside of standard hours the customer will need to use this pin to reach their Premier Support team. Simply call the support line as usual and enter the pin on your handset when prompted.
Out of Hours Support
Out of hours support is on an emergency basis only. In order to obtain out of hours support simply call our helpline as normal and follow the prompts. All out of hours emergency support is a chargeable service.
All requests for Support from the Customer must be made via an approved contact method: 3.1.1 By telephone to our dedicated customer support number (+44 330 058 0868) or, 3.1.2 via e-mail to support@tranquilit.net or, 3.1.3 via an installed support agent or, 3.1.4 via our dedicated WhatsApp Business number (+44 7361 214843) 3.2 The Customer must inform TRANQUIL IT of any Incidents as soon as is pracAcally possible. If there is a delay informing TRANQUIL IT of obvious warning signs then the fault may become more serious and cause addiAonal impact for which TRANQUIL IT will not be held liable. 3.3 Upon receiving noAficaAon regarding an issue with the Customer’s System, the issue will be logged as a Acket and a Acket number will be allocated. The Acket number along with details of the Incident will be stated to the Caller and a confirmaAon e-mail will be supplied to the address provided by the customer. Should the request consAtute a chargeable service then a Job will be raised which will require authorisaAon from the Customer before works can begin. 3.4 In the event of the Customer wishing to query the progress of an Incident, the Customer must be able to state the specific Acket number to enable TRANQUIL IT to idenAfy the Incident in quesAon.
Dependant on the level of support contract you hold
On Site Support – Unless otherwise specified in the Support Schedule All onsite appointments will aeract a callout charge as follows: a) Where an overnight stay, flights or accommodaAon are required these will be recharged to the customer inclusive of any applicable fees. b) Where an appointment can take place in a single day, or part thereof, a callout charge of £150 will be levied