TMB IT Customer Support

As a customer of TMB, you can log support tickets in a number of different ways. As well as contacting us via email, you can use our dedicated online client portal, which will enable you to see the progress of your ticket in real time. For major incidents like site outages, you should contact us by phone.

Note that availability and response times will vary according to the severity of your issue and your current service agreement with TMB.

3 Ways To Log A Ticket

Email

IT support requests can be emailed to [email protected]. For anything related to Pegasus Software, email [email protected].

Emailing your support request to TMB is quick and convenient. Your ticket is logged immediately, and you will receive an automatic email confirmation.

Online Client Portal

The Client Portal allows you to create new support requests as well as view ticket updates and manage all your support requests in one location.

Please request your personal logon details from your account manager.

Telephone

If you are experiencing a major incident or P1 issue (see ‘Ticket Priorities’, below), please call us immediately on 0333 900 9051.

Note: this should be used only for critical issues.

What Information To Include

We want to resolve your IT issues as quickly as possible. To help us do that effectively, please remember to include as much of the following information when you log a support ticket:

  • Your name and company name.
  • The product or service you are having problems with.
  • The nature of the query/issue being reported.
  • How many people are being affected by the issue.
  • Whether this problem has occured before.
  • Any changes that have been made in your IT solutions (e.g. software upgrade, new PC or server).

Ticket Priorities

To ensure we can respond to the most important issues more quickly, we use the ITIL framework to prioritise support tickets.

MI

Major Incident: An occasion where a business critical service is interrupted or unavailable.

P1

Priority 1: Similar to a Major Incident but affects fewer internal users.

P2

Priority 2: An occasion where a business critical service is interrupted or unavailable for a small number of users, or a non-business critical service is interrupted or unavailable for all users.

P3

Priority 3: An occasion where a non-business critical service is interrupted or unavailable to a small number of users.

P4

Priority 4: An occasion where a service is interrupted but does not affect users. Non-urgent change requests such a new starters or leavers.

Response times to issues will vary, according to their priority level. For more information about what qualifies for each priority level and how quickly we aim to resolve them, please refer to your service agreement or contact us via email or phone.

Related Services

Secure File Transfer

The secure file transfer service serves two purposes. It allows you to send any data to TMB securely so it is encrypted as it passes across the internet. Email is not secure. This service can also be used to transfer large files that are too large to send on email.

Please click the following link to access the secure file transfer service:

Request Remote Support

Your support representative may request to commence a remote control session. Please click the link below and enter the code they provide you:

TMB Privacy Policy

Why do we hold personal data?

Like any business, TMB Group has to keep personal data about staff, clients and potential customers. When you fill in the contact form on our website, for example, we need to keep a record so we can get back to you. Data is also held so we can deliver our services and so we can provide useful information, such as security update news.

What data do we keep?
Depending on our relationship with you, we’ll hold information such as your first and last names, your email address, your phone number and your postal address. We will also possibly have details about your business and those who work for you. If you’re a customer, then we may have some of your banking detail so we’re able to accept payments for the services we provide.

How is your data stored?

As a responsible IT company, TMB stores personal data on secured computer systems. Anything that is archived will be placed on encrypted drives.

We do use third-party customer management software, Autotask, which means data may be stored on their servers, but only the data we need to deliver our services. The same goes for the Microsoft services we use, such as Word, Excel and PowerPoint, which store information on Microsoft’s cloud servers. We also use Mailchimp for marketing purposes: to send emails and to manage subscriber lists.

These third parties are not permitted to share your data or to use it for marketing purposes. You can find Autotask’s privacy policy here: https://www.autotask.com/privacy-policy. Microsoft’s privacy policy for Office 365 is here: https://www.microsoft.com/online/legal/v2/?docid=43. Mailchimp’s policy is here: https://mailchimp.com/legal/privacy.

How long do we keep your data?

We will keep your data in our systems until it is no longer relevant to our business, but you can request that we remove or update it at any time. We will also inform any relevant third parties of your request.

Access to your information

The key thing to remember is that your data belongs to you. That means you can request copies of your personal data any time you like, or to access and update it. You also have the right to be forgotten, so if you ask that we delete your data, we will do so or provide a valid reason why we are unable to. We will, of course, require proof of your identity before addressing any such request.

Depending on your request, your information may be provided to you electronically. In such cases, it will be provided in a commonly used format.

Unsubscribing and deletion

Unsubscribing is not the same as a request for us to delete personal data. If, for example, you unsubscribe from a mailing list, it is necessary to keep your email address on record to prevent marketing email from being sent to you. If we were to delete that information, we would have no way to tell if you have unsubscribed. Nevertheless, you still have the right to request erasure of your personal data.

Your right to complain

If, for any reason, you are unhappy with the way your personal data is treated by us, you have the right to complain to a supervisory authority. In the UK, that would be the Information Commissioner’s Office (ICO).

Website analytics

Anyone who visits our website will automatically have data about them collected via Google Analytics. This gives us broad information about what people are doing on our website and which pages they are looking at. It does not provide us with personal information that could be used to identify individuals.

Cookies

Cookies are small text files that web browsers receive from websites. They are stored on your computer, and they enable sites to do things like remember if you’ve visited before, if you’re a customer, what your preferences are and so on. You are entitled to view our website without them, but you may lose this kind of functionality if you do so.

International data transfers

Information that we collect may be stored and processed in and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this privacy policy.

Data controllers and processors

TMB is the controller for marketing activity and personal data/special category data we hold on our own employees, but we are the processor when processing our customers’ personal data (e.g. buying a licence for a named individual).  We  may use sub-processors for processing data given to us by customers.

What we won’t ever do is sell your data. And if you sign up to our mailing list, you’ll only receive marketing material from TMB as a result – no one else.

For any questions regarding your data, contact TMB’s technical director, Richard Shuker, at [email protected] or write to us at A1 Endeavour Business Park, Penner Road, Havant, Hampshire, PO9 1QN..